At Automattic we believe in open source. Most people know that from our work on WordPress, but the sharing doesn’t stop at code. We try to be just as open about how we work.
That’s why we’ve revamped this site. HappinessEngineer.blog used to be the place to get to know our team. We’ll keep writing about what life at Automattic looks like for Happiness Engineers and team leads, but we also want to share what we’re learning as we try to improve support for our customers.
We’ve been doing some of that already, just scattered across Automattic. David explained how we automated our Woo documentation updates. Adelyne wrote about our support bot and how we’re teaching it to recognize when to hand over to a human. Eloise published our Trust & Safety transparency report. I wrote about why customers have to be at the center of AI-first thinking in support.
From now on, more of that will live here. The Happiness team is a bit quirky, but we think hard about CX, and we’d like to put more of that thinking out in the open.
If you work in CX, or you’re a customer with a question we should be answering, tell us. It might become the next post.
Happiness Everywhere 
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