My team and I struggled with customer support all last year. So we documented every issue, and I personally spent 2.5 weeks doing the following:
Created a project in ChatGPT called ‘Cometly Help Center.’
Trained it on exactly how I wanted help articles written.
Gave the AI each problem along with a brain dump of the solution, attached images labeled ‘Image A,’ ‘Image B,’ etc., and referenced them. The AI would draft the article, I’d refine it, then publish it in Intercom.
Wrote detailed internal docs covering everything we know about solving problems and uploaded them into Intercom.
We then positioned our AI chat as a product feature. It now resolves 80% of support tickets, customers rave about it in our Skool community, and we marketed it in a way that shifted the mindset from “I need a call” to “Let me see what the AI says first.”
It’s helped us stay lean while delivering better support.
@intercom I almost left and looked at other solutions, but I can confidently say now that Fin is a key part of our business.