Things I built because the off-the-shelf version didn't exist — or didn't quite fit.
Typical training teaches tone. This teaches how to actually listen, spot buying signals, and move between support and sales naturally. The framework is mine; your team's real conversations are layered on top so the coaching is grounded in what's actually happening — not what a textbook says should be.
Every agent gets a personalized review. Managers get the ability to pinpoint coaching opportunities without slogging through hundreds of conversations. It goes beyond AI-inferred CX scores that don't know your processes — this evaluates against standards built for your team.
You don't just learn what's missing — you get the rewrite. Every evaluation comes with a stronger version of the article, ready to use. And if you need content built from scratch, I do that too.
The tool scores articles against Intercom's content standards, then goes further — six care translation dimensions including emotional context and trust calibration. It shows you where content is technically correct but emotionally flat, where customers feel confused or abandoned. Fin optimization makes content legible. This makes it useful.
The default approach to macros saves time but sounds like it. Compassionate Macros are designed to be fast and human — acknowledging what the customer is feeling before jumping to the fix. A customer who feels heard moves forward faster than one who feels processed.
And it goes beyond chat. Most macros react. These anticipate — surfacing what the customer needs to know before the headache starts.
Most teams don't know. You plug in your agent costs, conversation volume, and how much of their time actually goes to support. The calculator shows what each resolution costs you now — and lets you explore what it would look like if Fin handled a portion of that work.
It's not a pitch for automation. It's a lens. Some companies discover they're spending more per resolution than they realized on questions that don't need a human. Others realize their team is more cost-effective than they thought. Either way, you stop guessing and start making decisions with real numbers.
Want to know more about any of these?
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