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FIN CSAT score


Hi everyone!

If you are using FIN as the chatbot, I’m curious about what is the current CSAT score of your FIN profile. Ours is currently ~50%, and we are not really sure if it’s a good one. Thanks!

Best answer by Larissa Alberti

Adding @Nathan Sudds @Milan @Kevin Bendixen in case they can share their experience 🙌🏻

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11 replies

Larissa Alberti
Intercom Team
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Adding @Nathan Sudds @Milan @Kevin Bendixen in case they can share their experience 🙌🏻


Graziela
Innovator ✨
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  • Innovator ✨
  • 43 replies
  • November 28, 2023

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


Sophie
  • New Participant
  • 3 replies
  • May 17, 2024

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

 


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  • Connector
  • 5 replies
  • August 28, 2024

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? 


Sophie
  • New Participant
  • 3 replies
  • September 2, 2024

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

 


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  • Connector
  • 5 replies
  • September 3, 2024

@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. 


Sophie
  • New Participant
  • 3 replies
  • September 4, 2024

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 😊

 


Graziela
Innovator ✨
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  • Innovator ✨
  • 43 replies
  • November 21, 2024

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.


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  • Connector
  • 5 replies
  • November 21, 2024

@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! 


Graziela
Innovator ✨
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  • Innovator ✨
  • 43 replies
  • November 22, 2024

@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


Nur Nahid
Super User ✨
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  • Super User ✨
  • 95 replies
  • November 22, 2024

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.


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