Auditing whether Fin's communication matches what each support channel promises — chat that feels like chat, email that reads like email
Every support channel carries an implicit promise about how communication should work, whether anyone's written it down or not. A customer who emails support expects a complete, well-structured response, since email is asynchronous and the customer isn't going to sit and wait for a reply. A customer in a live chat window expects something closer to a real back-and-forth conversation: short exchanges, one step at a time, not a wall of text delivered all at once. This project audits whether Fin's actual communication behavior matches what a customer on each specific channel actually expects, rather than treating every channel like it's the same conversation.
The value is direct. For customers, it means the interaction feels natural for the channel they picked instead of getting a chat-style wall of text in an email or a robotic one-line reply in the middle of a live conversation. For the support team, it closes the gap between "technically answered" and "felt like a good interaction," which is where a lot of real customer dissatisfaction lives even when Fin got the facts right. For the company, this is a direct lever on customer experience that doesn't require building any new capability, it's fixing how an existing capability communicates.
Covers Fin's communication behavior, not information accuracy, across every channel Fin operates in: response length and pacing, how it opens and closes a conversation, tone, and overall structure, each measured against what's actually appropriate for that channel's implicit expectations rather than a single one-size-fits-all standard. Started with Chat and Email; the same audit approach extends to any additional channel Fin operates in going forward.
Three audits completed, two on the chat/live-conversation side and one on email. The email audit is furthest along: thirteen concrete guidance and procedure changes have already shipped off the back of it, each traceable to a specific metric from the audit. The two chat-side audits (Messenger, Introduction) are at the recommendations stage, implementation status not yet confirmed. A follow-up re-measurement to confirm the email changes actually moved the baseline numbers hasn't happened yet.