How we think about customer experience at Linear

I like to think of CX as an extension of the product and another opportunity to build your brand. Whatever the product's feelings and features, your experience in CX should emulate that.

Every morning, I go through my Linear inbox to review updates to issues I’m subscribed to. Any issues I filed to triage will probably have comments or status changes I should know about so that I can check back in with customers in Slack or Intercom. I have my inbox set to show me only things I have yet to read.

Then I'll usually go to Intercom and start working on the oldest customer problems. I use Linear integration in Intercom to create issues as needed, though sometimes I’ll create an issue in Linear first to take advantage of the formatting tools in Linear’s editor and to upload files. Let me show you how it works.

Once I’m done with Intercom — which takes most of the day — I'll be bouncing between my messages with customers, communicating about their problems. We have shared Slack channels set up with our largest customers, so I often use Linear’s Slack integration to create issues directly from messages in Slack. Customers can see that I created an issue which is a nice touch — they don’t have to take my word for it!