We are looking to activate our two-week Fin trial and wondering if others have sent out a communication to customers letting them know that they’ve been selected to test out the experience? If so, how did it go? What did you include in your messaging?
Our goal is to ease any concerns they might have about this new way of getting support with their questions.
Thanks!
Best answer by Sophie K
Hey @Sara V , we didn’t send any comms in advance but instead switched Fin on for a few days and have now switched it off again so we’ve got some breathing space to review conversations it was involved in. We’ll then make some tweaks to the settings before we turn it on again. I’m considering doing some proactive comms before we set it live permanently so I’d love to hear what you’ve ended up doing here :)
Hey @Sara V , we didn’t send any comms in advance but instead switched Fin on for a few days and have now switched it off again so we’ve got some breathing space to review conversations it was involved in. We’ll then make some tweaks to the settings before we turn it on again. I’m considering doing some proactive comms before we set it live permanently so I’d love to hear what you’ve ended up doing here :)
Hey there @Sophie K ! Good thinking to have it on for a bit and then reassess. We’re activating ours tomorrow in phases: first to our employees, then to a subset of customers, and then to the rest the following day (provided that everything goes smoothly).
We ended up sending out a proactive communication today to introduce the bot. We opted for a post that customers could react to with an emoji. Our graphic designer created a little avatar for it and we gave it a name.
Here’s the text we used if you’re interested:
Hi there,
We wanted to introduce you to Cecilia a bot we’re testing out for the next two weeks that knows the ins and outs of our Help Center and can help you find the answers you’re looking for faster! Don’t be shy to try chatting with Cecilia, she’s received the same quality training all our Customer Care agents get!
How does it work?
When you start a chat through our Messenger, you’ll now have the option of letting Cecilia help you out. She’ll ask you questions and get you the answers you need.
But what if I just want to talk to someone from the Customer Care team?
We would never keep you away from Lauren and her fantastic team. If you want to talk to a human, simply click Talk to a person.
Our trial is only with employees and some members from our own Community Forum. Before it does go live, we’ll send out some external comms for introducing the bot like Sara did above. I am excited to position Fin as a way for our users to get 24/7 support.
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