FIN CSAT score

Here I'm averaging 40%, I'd also love to know what's recommended

Hi there, Our average (SaaS Start-Up) is around 70% - are there any benchmarks, ideally for our industry, but some general orientation would already be helpful, too? Thx

We’re hovering at around 80% over a 12 week period, but we’re seeing improvements and are at 100% for the past 4 week! 

What’s everyone’s Confirmed Resolution rate look like? 

Oh wow, amazing stats @Steve Flynn ! Any best practice tips? 

@Sophie  - we’ve been monitoring which types of customers are working with Fin, and which ones we’ve determined just aren’t good fits and started to filter them out from interacting with Fin. 

I’ve also encouraged the team to add a snippet every time Fin can’t resolve the issue so we’re continuously making it better. 

Makes perfect sense. We also add as many snippets as possible, and also include (simple) SOPs for basic troubleshooting. Filtering out certain types of customers might also be something to check out fo us. Many thanks, @Steve Flynn 😊

Here we have a csat aprox 85%. We have evolved significantly after a major task force dedicated to reviewing and maintaining snippets—it was our greatest success.

​@Graziela - who was on that task force? Your existing support reps or was anyone else involved and was that their sole responsibility or in addition to their normal responsibilities? 
Thanks for the reply! 

​@Steve Flynn First of all, all the support reps so that we could take a first step... Then I checked the people who were most engaged and made them responsible for it. Today, every 15 days, we check all the snippets that have been routed to the team and review them. A good and quick tactic was to rewrite with chatgpt asking for the answer to be more didactic

Achieving a ~50% CSAT for FinAI is a solid start, considering the complexity of chatbot interactions. It’s a great opportunity to refine responses and user experience further.