"Intercom Fin resolves 70% of tickets."

Q: What was giving you value and what did you happily renew?

Intercom, especially for Fin AI resolution. It's not cheap, still a dollar per resolution. But I like the pricing: only if we solve your tickets, you actually pay for it. We have a volume of around 1k chats per month with two people, because 70% is fully managed by Fin. CSAT has a high score as well.

Q: Is there an AI tool you're desperate to try?

Hook is a risk predictability tool. The promise: detecting risks and suggesting next actions workflows based on historical data. If it works I think we'll solve an evergreen CS problem.

Q: What did you choose to drop recently?

I didn't drop here but I dropped from my previous company. A CS dedicated platform. Planhat, and Freshsuccess. The sales team will always use their own CRM. Having a different CRM for CS, it creates silos, creates miscommunication.

Q: What have you added in the last couple of months?

We added Granola. It integrates beautifully with Claude for prep call prep analysis, follow-ups and even for my own role to do churn analysis or understand the risk on our accounts. Having that transcript pulled in has been a lifesaver for the team.

Q: Do you have any homegrown solutions you're proud of?

Our co-founder/CTO developed an internal AI chatbot that is connected with our codebase, documentation, Linear, Intercom, HubSpot. So all the information about the company lives in Slack. It's like a brain of our company at the fingertips of a Slack message.

Erdem: Yeah, it's the beginning of a huge internal engine. That's what I hear.