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Role Of Incident Response In Customer Success


Guest: John EganĀ  (LinkedIn, Twitter)
Company: Kintaba (Twitter)
Show: To The Point
Keyword: Incident Management

According to John Egan, CEO and Co-Founder of Kintaba, most incidents come from a customer reporting something that is not currently being tracked. The first line of response is rarely the engineering or product team, it is rather a customer success or customer support team. Kintaba provides tools that allow those closest to the customer to state that something happening is an emergency, making it easier for those teams to declare incidents. Egan goes on to elaborate on why it is important for departments other than engineering and product, to have that ability.

About John Egan: John Egan is CEO and co-founder at Kintaba, the modern incident response and management product for teams. Prior to Kintaba, John helped to lead enterprise products at Facebook.

About Kintaba: Kintaba is a modern incident management platform built by former Facebook engineers. It lets companies and teams implement best-practice incident response processes without the overhead, creating a seamless workflow for more effectively responding to major outages.

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