Tweet by ryan_sherlock

July 11, 2025

I wrote a post on stop monitoring systems; start monitoring outcomes. TL;DR: Your latency and error rate dashboards can be all green, yet customers are having a bad time. Why? Because you’re not measuring what actually matters: customer outcomes. @intercom, with millions of conversations daily, reliability at its core is: can customers do their job? ⏭️

Author
ryan_sherlock
Date
July 11, 2025
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