Book Calls For October Is Open Book Now
Tips, guides, and insights on Intercom, customer engagement, and building better support experiences.
Analytics
Fin AI's CSAT percentage looks like a clean satisfaction score, but it only counts customers who actually rate, can double-count a single happy customer, and leaves out several channels entirely. Here's what the number is really telling you.
Analytics
Your resolution rate can look fine on the surface while specific, high-volume questions keep slipping through. Here's the actual workflow for finding those gaps in Intercom and closing them.
Analytics
Intercom's Fin AI dashboard throws a lot of numbers at you, and it is easy to misread at least one of them. Here is what automation rate, resolution rate, and CSAT actually measure, and where they can mislead a business owner.
Analytics
Automation rate alone won't tell you if Fin is helping or hurting your support experience. Here's how to read resolution rate, CSAT, and outcome data together to know what's actually happening.