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At a glance

Company

Frends is a rapidly growing European Enterprise Application Integration Platform as a Service (iPaaS), delivering seamless low-code integration solutions to businesses worldwide. Frends is trusted by 6,000+ users in 16+ countries.

https://frends.com

Headquarters

Espoo, Southern Finland, Finland


Industry

Business Process Automation (BPA), Data Integration, Software


Key features used

Fin AI Agent
Team Inbox
Help Center

Integration platform as a service (iPaaS) company Frends is on a mission to redefine the standards of customer service within the IT industry and make it more accessible, efficient, and personalized. To do this, the team needs cutting-edge technology powering their support – which is why Intercom is the right partner to embark on this mission with.

We spoke with Markus Haverinen, Head of Support Operations at Frends, about their journey with Intercom so far, why they knew Fin AI Agent was the logical next step for their team, how they approached creating a human+AI experience – and the impact it’s having on their support.

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Markus Haverinen, Head of Support Operations at Frends
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Q&A

Can you tell us a bit more about your vision for customer service in IT and how you approach that at Frends?

Sure, I have been noticing that in the IT industry, reaching out to support can be a daunting task and is often associated with long wait times and impersonal interactions. So when I got a chance to plan how we organize our customer service at Frends, I was open to testing new solutions. And of course, including AI was on my radar.

We’re seeing 98% involvement with [Fin], which is incredible, and it’s independently resolving over half of all support requests without the need for human intervention.

How did you find integrating AI into your customer service experience, and what results have you seen so far?

The integration of Fin into our support system marked a big change in our approach to customer service. Designed to complement our human support team, Fin handles a wide array of customer conversations, streamlining the resolution process and ensuring that our clients receive timely and effective assistance.

Since Fin's implementation, we've seen a remarkable improvement in our efficiency. Fin has achieved a resolution rate of 59% over the last 30 days, which is significantly higher than the industry average of 41%. This added efficiency not only reduces ticket resolution times but also allows our human support team to dedicate more time to complex issues, thereby improving the overall quality of our service.

Fin has been involved in nearly all of our support conversations and is now an integral part of our operation, ensuring consistent and reliable support across the board. We’re seeing 98% involvement with it, which is incredible, and it’s independently resolving over half of all support requests without the need for human intervention.

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I am convinced that this blend of cutting-edge technology and personalized attention is the future of customer service. We're not just following the AI trend; we're leveraging it to make real, impactful, and quantifiable changes.

What has the collaboration between Fin and your support team been like so far?

The synergy between Fin's AI capabilities and our expert support team has been instrumental in enhancing our service quality and efficiency. I am convinced that this blend of cutting-edge technology and personalized attention is the future of customer service. We're not just following the AI trend; we're leveraging it to make real, impactful, and quantifiable changes.

How have your customers responded to this new human+AI support experience?

Our efforts have not gone unnoticed by our clients. Our customers consistently commend Frends for its exceptional accessibility, ease of use, and responsive support team, reflecting the positive impact of our support services on our customers' experiences.

Based on our bigger customer product survey, our customer service typically exceeds the expectations of most of our customers, falling into the upper tier of satisfaction or quality by earning 4.2 on a scale from 1-5.

This feedback shows the significant positive impact that Intercom's solutions and our teams have had on enhancing the customer experience, and validates our investment in AI as a cornerstone for future-oriented customer support.

Frends has firmly established itself as a leading solution in the iPaaS market, with a strong customer focus reflected through immediate support assistance and personalized interactions. In an industry where reaching out for support can often feel daunting, Frends makes a real difference by ensuring each customer experience is impactful and tailored to their unique needs.

Are there any opportunities you’re excited to explore with Intercom in the future?

The rapid growth of AI capabilities presents exciting possibilities, and we are always seeking ways to better support our customers and enhance operational efficiency. We’re particularly interested in exploring new features as they become available and leveraging the platform to its fullest potential.

Intercom is an intuitive and user-friendly platform that still delivers robust capabilities for customer service teams.

What would you say to customer service leaders considering a switch to Intercom?

Intercom is an intuitive and user-friendly platform that still delivers robust capabilities for customer service teams. Our experience has been seamless – no issues to date – and adopting new features, such as AI functionalities, has been effortless, often requiring minimal setup. It’s essentially a plug-and-play solution that integrates smoothly into our workflow.