Transparency and trust: Why Clay chose Fin

Clay, a go-to-market development platform, scaled its customer support significantly by implementing Intercom's AI agent, Fin. Fin now manages approximately 7,000 support tickets per month across multiple channels, getting involved in 90% of conversations and resolving up to 50% of them, which has reduced customer wait times and team stress.

Clay's customer service was primarily based in a 20,000-member Slack community, with manual processes leading to long customer wait times (4-6 hours) and high stress for a three-person support team each handling over 200 tickets per week. They lacked automation to prioritize tickets and manage growing volume across multiple channels.

Clay implemented Fin, an AI agent from Intercom, to automate and scale customer support. Fin now handles 90% of support conversations, resolving up to 50% of them, and manages approximately 7,000 tickets per month across in-app chat, Slack, and email channels. This freed up the human support team to focus on complex queries and foster community relationships.

Fin is involved in 90% of support conversations, resolving up to 50% of them, and manages approximately 7,000 support tickets per month. Customer wait times for answers were significantly reduced from 4-6 hours. The support team's stress levels were reduced, and they avoided needing to double their headcount to manage growth.