Customer support · Production

Fresh Technology cuts first response time to under 45 seconds with Intercom's Fin AI

The problem

As Fresh Technology expanded internationally, its email-only support model was stretched thin, lacking 24/7 coverage, a standardized escalation workflow, and SLA performance as ticket volume grew.

Workflow diagram · grounded in source

International expansion drives 24/7 need

trigger

“International expansion meant we needed to provide 24/7 support.”

Fin AI Assist standardizes communication

ai_action

“We leveraged features like Macros and Fin AI Assist to help us ensure that customer communication was standardized across our support and reduce the risk of errors.”

Fin chatbot enables self-serve

ai_action

“we leaned on Intercom features like Fin, their AI chatbot, and reporting capabilities to help us understand how many customers we could empower to self-serve and free up our team’s time, which enabled us to manage this volume spike witho…”

Escalation process reassessed

routing

“We also reassessed our ticket escalation process and implemented a number of changes to ensure we were able to work through escalations more efficiently.”

Tech stack integration

integration

“Intercom integrates seamlessly with the rest of the tools in our tech stack, which enhances our overall operational efficiency.”

Support metrics improve

output

“This brought our first response time from 10-20 minutes with email-only support to under 45 seconds with live chat, our median handling time dropped to under 30 minutes, and our median time to close to just under an hour.”

Reported outcome

Fresh Technology brought first response time down from 10-20 minutes to under 45 seconds, cut median handling time to under 30 minutes and median time to close to under an hour, and lifted CSAT into the 3-5 range, while managing a near-doubling of ticket volume without adding headcount.

Reported metrics

First response time10-20 minutes to under 45 seconds

Median handling timeunder 30 minutes

Median time to closejust under an hour

CSAT score3-5 range

Show all 6 reported metrics

first response time10-20 minutes to under 45 seconds

median handling timeunder 30 minutes

median time to closejust under an hour

CSAT score3-5 range

ticket volumealmost doubled

headcount to manage volume spikewithout increasing headcount

Reported stack

IntercomFin AI AssistFinZapierHubSpotCalendlyIntercom Phone

Source

https://www.intercom.com/customers/fresh-technology

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Fresh Technology brought first response time down from 10-20 minutes to under 45 seconds, cut median handling time to under 30 minutes and median time to close to under an hour, and lifted CSAT into the 3-5 range, whi…

What tools did this team use?

Intercom, Fin AI Assist, Fin, Zapier, HubSpot, Calendly, Intercom Phone.

What results were reported?

First response time: 10-20 minutes to under 45 seconds; Median handling time: under 30 minutes; Median time to close: just under an hour; CSAT score: 3-5 range (source-reported, not independently verified).

How is this customer support AI workflow structured?

International expansion drives 24/7 need → Fin AI Assist standardizes communication → Fin chatbot enables self-serve → Escalation process reassessed → Tech stack integration → Support metrics improve.