Adfin | How Adfin puts customers first: our approach to support and operations

If you’re one of our customers, chances are we’ve already met! Whether it was during your onboarding call or through one of our many support channels – email, WhatsApp, Google Meet, or live chat – it’s usually me, Chris from Adfin, on the other end. I love it! Getting to chat with so many customers every day keeps me tuned in to what you’re thinking and feeling.

After six months of helping shape our support processes and making improvements along the way, I thought it was time to give you a quick behind-the-scenes look at how we make sure your customer experience is best in class. It’s what drives us every day – how do we build a product that you truly love? And just as important, how do we support you every step of the way?

Building customer connection and trust

We’ve all been there – dealing with companies that feel faceless and unresponsive, this is especially frustrating especially when it comes to something as critical as accounts receivable. At Adfin, we know how important it is for our customers to feel connected and informed, especially if something goes wrong. Things don’t always go to plan – but what matters is how quickly and transparently we put things right!

Our customer support philosophy is simple: stay proactive, stay human, and stay responsive. Whether it’s a minor issue or something more significant, our team makes sure that you’re always in the loop.

The modern tech stack: Intercom, Linear, and Incident.io

One of the best things about starting a company from scratch is the chance to build a modern tech stack that keeps day-to-day operations seamless. At Adfin, we’ve embraced a tech-forward mindset, using cutting-edge tools to make support and operations as smooth as possible. Our core tools? Intercom, Linear, and Incident.io.

Intercom helps us manage customer interactions effortlessly. From chat support to product updates, it keeps us connected and ensures you’re never left in the dark.

Linear is all about keeping our product roadmap transparent and accountable. We’re passionate about feedback and aim to build products our customers genuinely love. Linear tracks feature requests, bug reports, and development progress, helping us make sure that when a bug is reported, it doesn’t show up again. One of the coolest aspects is how Linear links feature requests directly to our engineering efforts – as soon as a new feature goes live, we can instantly notify the customers who asked for it.

Incident.io is our go-to for handling support escalations and urgent issues. Every week, we pair a customer support on-caller with an engineering “Guardian” to tackle tickets swiftly. We manage this collaboration through Incident.io, where any team member can raise an incident, set its priority, and pull in the right people to a dedicated Slack channel – our version of a “war room” for quick and effective resolutions. This hands-on, team-driven approach is our secret sauce for staying responsive and efficient.

By combining these powerful tools, we make sure that our support and operations are agile, transparent, and always customer-focused.

Experimenting with AI agents: meet Fin!

While staying human is a core pillar of our support philosophy, that doesn’t mean we haven’t dabbled with AI. Our team may be mighty, but it’s relatively small, and as demand for Adfin grows, we’re always looking for ways to make support more efficient – especially after hours. That’s where Fin, our AI helper, comes in!

Letting Fin loose was both exciting and a little nerve-wracking. Sometimes Fin nails it, delivering accurate and helpful answers – about 60% of the time. Around 25% of responses are close but need a little tweaking, and the remaining 15%... well, they miss the mark entirely. We’re constantly refining how we use AI, and while it’s a learning process, it’s exciting to see how far we’ve come!

If you’ve ever been on the receiving end of one of Fin’s more creative responses – sorry about that! We believe the best way to learn is by doing, and that applies to Fin too. Rest assured, I’m always monitoring responses, ready to jump in if Fin goes off track.

When you open up our live chat and select the option “I have a question,” we let Fin take the first shot at answering. If you’re not satisfied, just click “Talk to a person,” and you’ll be straight through to human support. No frustrating AI barriers.

Adfin is still young, and so is Fin. We’re committed to making them smarter and more reliable as we grow – thanks for being part of the journey!

Staying agile with fast-paced development

Adfin’s platform is constantly evolving, thanks to our world-class engineers. It’s a great problem to have, but the speed at which we ship new features and upgrades means Fin’s knowledge base is always playing catch-up. Sometimes, when Fin’s answers are a bit off, it’s not entirely fair to blame them – if you’d asked the same question a week earlier, the response would probably have been spot on!

We’re always working to keep both Fin and our support team up to date. We’re also looking into smarter ways to integrate updates into our support workflows, ensuring that both AI and human responses stay accurate. It’s a challenge, but one that keeps us on our toes and motivated to keep improving – watch this space.

Why the customer always wins

At Adfin, customer support isn’t just another department – it’s a mindset. Building great relationships with our customers is just as important to us as building great products. Whether it’s through genuine human support, advanced tools, or experimenting with AI, our goal is always the same: to make sure you feel heard, supported, and valued.

We’re constantly pushing the boundaries of customer support and always looking for ways to do better. Your feedback keeps us moving forward, and we’re excited to keep evolving and innovating!

Thanks for being part of the journey!

If reading this has sparked a desire to chat with the (somewhat) world-famous Chris from Adfin, you can book a call with me here:

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How Adfin puts customers first: our approach to support and operations

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