Hi, I'm Conor. I help B2B SaaS teams turn Intercom into a trustworthy, AI-first support system that reduces workload, lifts accuracy, and keeps customers confident. Through CustomerSuccess.cx, I work with leaders who want Fin to be dependable — not something they have to babysit. I’ve been using Intercom since 2013 and have run support, success, and ops teams, so I focus on systems that work in production, not hype or guesswork.
What I’ve done so far
-
Director of Information & Communication at a social care company, founder of a social care tech startup, Senior Leader at Expensify, mediocre triathlete.
-
10+ years working with Intercom, focused on Fin, workflows, and AI-first support systems.
-
Led Fin optimisation projects for B2B SaaS teams big and small, with clear lifts in resolution rate CX score and teammate reply metrics
-
Known for fixing Fin’s failure points, designing safe Tasks, and building data connectors that improve accuracy.
-
Host of Support Stack video series, breaking down real Intercom setups and Fin implementations.
-
I write a daily email on practical, AI-powered support patterns used by growing SaaS teams.
-
Active contributor in the Intercom community, helping teams move from “Fin is unpredictable” to “Fin handles so much of our workload reliably.”
What I Specialise In
I specialise in improving Fin’s resolution rate, CX score, and your teammate support experience by tightening the three foundations: content, data, and actions.
-
Content that Fin can trust — structured, audience-aware articles and content snippets that reduce ambiguity.
-
Data Fin can use — clear attributes and documented data connectors that remove guesswork.
-
Actions Fin can execute safely — well-designed Tasks with guardrails and escalation logic.
-
Systems that keep improving — ongoing debugging, prioritisation, and iteration.
-
A better teammate experience — fewer repetitive tasks, fewer manual lookups, more time for customer problems that need unique skills.
How I help:
-
Raising Fin’s resolution rate by improving the content, data, and actions it relies on.
-
Fixing Fin’s failure patterns: vague answers, incorrect logic jumps, missing context, and user confusion.
-
Cleaning and structuring help content to reduce ambiguity and improve answer quality.
-
Improving CX Score and Topic performance by finding high-leverage gaps in content and workflows.
-
Diagnosing volume drivers and fixing product, UX, and messaging issues that create unnecessary conversations.
-
Optimising workflows, routing, and audiences so automation behaves consistently.
-
Coaching support leaders to build and evole AI-first teams that stay proactive instead of reactive.
If Fin isn’t performing the way you need, book an Assess call with me. We’ll find the real blockers and get you moving in the right direction.
