I'm looking for a streamlined QA process for managing Fin’s performance as a one-woman team. Would love some suggestions for best practices for maintaining quality without getting overwhelmed with all the reports and data Intercom provides for Fin performance.
Question
What’s your Fin QA process? Any tips for a solo manager?
+2Hi again Keren,
Always use the Analyze feature of Fin to check and optimize “gaps”. Examples of these gaps are Content gaps, Customer-data gaps, and Action gaps. It’s a big help in using and updating all these gaps through Fin’s suggestions and recommendations.
For creating guidance, handover, and escalation instructions, ALWAYS use the optimize button/feature to see whether you have an overlapping instruction, unclear, vague, and confusing information that Fin was not able to handle well.
Please feel free to message me if you need more help.
Good luck!
+2I would recommend setting up attributes (reasons that customers contact you) and let Fin categorize each conversation that comes through. Create a custom report that displays this information in a way that works for you. This should allow you to pinpoint the hot items and allow you to adjust guidance and content. Match that with CSAT/AI agent CX score you should be able to see where Fin is and isn’t performing well which should be helpful in targeting where you need to work on content & guidance.
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