Fini has taken our average reply time down from 7+ hours to just 1 hour. The agent only needs to escalate around 20% of our tickets and manages the rest. Our team has capacity back to focus on higher leverage projects and tasks that improve our user experience, instead of being reactive in the inbox answering repeat questions. Review collected by and hosted on G2.com.

You have to be very thoughtful and careful about what Fini can and cannot do or say. The product is also quite complex, which is good in that it is a very powerful product, but because of that it's also something that requires regular maintenance and management. And Fini can make mistakes sometimes, so the rules and guidelines need to be carefully constructed. Review collected by and hosted on G2.com.