Apr 12, 2022
In General Discussions
This week's show is a very special panel episode where we hear how conversations with our customers have shaped our product. At Intercom, we believe great things can happen when you have a conversation. That's why customer feedback is important to Latest Mailing Database all of our teams – it's truly an integral part of what we do and how we build. So if you've ever wondered how my feedback adds to the features and updates we create? Then this podcast has the answers. Panelists are (in order of appearance):Thomas Creighton de Farias – Senior Product Education Producer Mathew Cropper – Senior Product Manager Jen Murphy – Senior Product Researcher. Maria Gutierrez Senior Director of Engineering Between them, they break down the process and share their collaborative way of working and how the voice of the Latest Mailing Database customer remains central throughout the process – from initial feedback to launching a feature. If you like conversation, watch more episodes of our podcast. You can subscribe on iTunes, stream on Spotify, or grab the RSS feed in your reader of choice. The following is a slightly edited transcript of the episode. Thomas Creighton De Farias: Thank you for joining us today for this special episode of Inside Intercom. This is the first in a series of quarterly panels that we will be hosting as part of Built For You. Customer feedback is very important here at Intercom. It's an integral part of what we do, and often it's not always clear how important it has been when people see a launch or features are released. So, if you've ever wondered, "How does customer feedback show up in the Latest Mailing Database features and updates we create?" We'll answer that by talking to the people who do it: the R&D team members who take your feedback and turn it into the tools you use. So let's hear from our panelists about who they are and the work they do at Intercom. Maria, let's start with you. Maria Gutierrez: Hello, my name is Maria Gutierrez and I am Senior Director of Engineering and Co-Site Manager for our London office. In London, we are focused on improving our support solutions.