Quality
See the answers dragging down your CSAT, before your customers do.
- Fin and the team
- 4 criteria
- Worst first
Worst answersLast 30 days
32
Fin · E-invoicing
A link to an article, no concrete steps.
link onlyunresolved
41
Leo D. · Pricing and billing
Outdated price quoted.
stale info
48
Fin · Accounting export
Partial answer, the customer had to follow up.
unresolved
58
Camille R. · Thank-you note
Right tone, a bit generic.
off tone
18%
of Fin's answers score under 40/100, on average
The problem
A 98% resolution rate hides a lot.
01
Resolved in seconds.
Intercom marks the conversation resolved, and that's the number decision-makers see.
02
Wrong, but confident.
A wrong answer delivered with confidence counts the same as a right one.
03
Churn sets in quietly.
Bad answers don't make waves. They make customers leave.
Scored on every answer
Four criteria, from 0 to 100.
Relevance
0 to 100The answer addresses the question asked, no dodging, no boilerplate.
Accuracy
0 to 100The information matches your help center and your rules. No made-up facts, no stale articles.
Tone
0 to 100The answer keeps your brand voice: professional, empathetic.
Completeness
0 to 100Every part of the question is covered.
What it costs you
What nobody measures, every month.
~18%of answers are wrong, as a share of monthly volume.
+12 to 27%of “resolved” conversations get reopened.
40 hof manual review for 500 conversations a month.
ResponZ sees it in 30 seconds, without reading a single conversation.
At 500 conversations a month, that's 40 hours. ResponZ does it in 30 seconds.