Support Intelligence Report
To Be Magnetic
Customer Support Overview
Customer Support Overview
May 2025 – May 2026 · 12-Month Analysis
Real customer conversations only — automated notifications removed
12-Month Overview
Real conversations / day
20
7,292 total over 12 months
Total replies sent / day
27
9,943 reply messages — new & open threads
Conversations replied to / day
23
Distinct threads touched daily
Median first response
6.3 hrs
Avg 14.2 hrs (outliers pull up)
Median close time
6.9 hrs
Trending down to 3.6 hrs Apr '26
Volume & Activity
Weekly new conversations vs. conversations replied to
Bars = all new incoming; gold line = conversations the team actively replied to each week
New conversations
Replied to
Monthly real conversation volume
Partial months (May) shown lighter
Median close time by month
Green <7h · Amber 7–10h · Coral >10h
Topic Mix & Team
Support topics breakdown
Based on 7,292 real conversations
General 42%
Renewals 17%
Cancellations 15%
Membership 12%
Content 11%
Billing 2%
Agent workload distribution
Assigned real conversations, 12 months
BA
Belle Abbott
4,182 (58%)
ML
Mara Lagrimas
3,049 (42%)
AM
Angel Marr
49 (1%)
Channel split
83%
Email
17%
Desktop chat
AI Agent (Intercom Fin)
Fin AI Status
AI agent is connected but not actively resolving conversations
Intercom Fin AI is present in your account but has not deflected or resolved a single conversation over 12 months — all 51,965 conversations were routed directly to the team. A basic chatbot greeting ("What brings you here today?") appeared in 1,438 conversations, and 262 were logged under a "Chatbot" agent type, but none were resolved before reaching a human. Given that your top three topics — renewals, cancellations, and membership — are highly repetitive and script-friendly, this is a significant unrealized opportunity to reduce human workload and improve response times.
0
Convos deflected by AI
1,438
Chatbot greeting shown
262
Chatbot-type convos
100%
Still routed to humans
Fin AI: not configured
Renewals & cancellations = ideal AI use cases
High deflection potential
Top Support Topics in Detail
#1
Renewals & Auto-Renewal
1,224
16.8% of all real conversations
Members are confused about when billing recurs, how to manage auto-renew, and what to do when a renewal fails. Strong self-serve documentation opportunity — and a prime candidate for AI deflection.
Renewals (94)
Auto-Renewal Inquiry (34)
Failed billing – Signing Back Up (20)
#2
Subscription Cancellations
1,090
14.9% of all real conversations
Members requesting to cancel, confirm cancellation, or asking about policy. 604 tagged "Cancellation Request Only." A pause or winback flow handled by a sales-trained rep could meaningfully recover revenue here.
Cancellation Request Only (604)
Within 72 hrs (38)
Follow Through (11)
#3
Membership Inquiries
909
12.5% of all real conversations
Questions about plan details, membership tiers, expiry, and access levels. Titles like "Membership expired" and "Membership Question" suggest the member portal could display status more clearly.
Membership
Legacy Member
Lifetime Membership
#4
Content & Program Access
771
10.6% of all real conversations
Members need help accessing The Pathway, EXPANDED Podcast, and VidApp post-purchase. 30 tagged "Podcast Suggestion." A post-purchase onboarding sequence could significantly reduce this category.
Podcast Suggestion (30)
The Pathway
VidApp
#5
Payment & Billing Issues
150
2.1% of all real conversations
Payment method updates, failed charges, and billing clarifications. 11 "Update Payment Method" tags suggest members struggle to find where to update card details in the member portal.
Update Payment Method (11)
Failed billing
#?
General Inquiry
3,070
42% of all real conversations
The largest untagged bucket — likely password resets, course questions, refund requests, and account changes. A consistent tagging workflow would reveal what's really in here every quarter.
Untagged
Biggest categorization opportunity
Team Workload Estimate
Estimated daily hours per agent
Based on reply volume, handling time data, and inbox triage
~3–4 hrs
Active reply & resolution work
28 real convos/day × ~8–10 min avg, split between 2 agents
28 real convos/day × ~8–10 min avg, split between 2 agents
~1 hr
Inbox triage
142 convos/day × ~45 sec to scan & dismiss, shared
142 convos/day × ~45 sec to scan & dismiss, shared
~1 hr
Admin & coordination
Tagging, escalation, dispute management
Tagging, escalation, dispute management
~4–6 hrs
Estimated total per agent / day
Peaks to 7–8 hrs during Oct–Dec surge
Peaks to 7–8 hrs during Oct–Dec surge
Note: Intercom's raw handling time data contains large outliers (sessions left open), so this estimate is based on reply counts, median conversation handling (9–20 min), and inbox volume. Peak season (Oct–Dec 2025) nearly doubled reply volume, suggesting both agents were working closer to full days during those months.
Could one experienced sales/winback person handle this?
Feasible — but only with the right setup
Why it could work
Volume is manageable: ~20 new real convos/day, ~27 replies
Top 2 topics (renewals + cancellations = 32%) are perfect for a sales-trained rep
Close times trending to 3–4 hrs — a focused agent could maintain this easily
Properly configured Fin AI could deflect routine FAQs, freeing the rep for winbacks
83% email-based = async-friendly, no live coverage required
The real risks
Oct–Dec surge hit 55–76 real convos in a single day — one person would be stretched
Zero redundancy: illness, vacation, or departure = no coverage
42% is general inquiry — not all winback-able; needs broad product knowledge
258 urgent Kajabi disputes/year require timely action regardless of capacity
Bottom line: On a normal day, one strong agent with a sales/winback background and a properly configured Fin AI could handle this comfortably and likely drive measurable retention uplift. The risk is peak season and zero backup. Recommended structure: one primary agent (sales-focused) plus a part-time or cross-trained backup available Oct–Jan.
Recommendations for Leadership
01
Create a post-purchase content onboarding guide
771 members per year contact support to find their content. A "how to access everything you purchased" welcome sequence for The Pathway, Podcast, and VidApp would directly cut this category.
⚡ Deflect ~771 tickets/year
02
Implement consistent Intercom tagging
42% of real conversations (3,070) have no topic tag. A lightweight taxonomy of 6–8 categories would unlock real quarterly reporting and reveal what's hiding inside the General Inquiry bucket.
⚡ Unlock data on 3,070 convos
03
Activate and configure Intercom Fin AI
Fin AI is in your account but has deflected zero conversations. Training it on renewals, cancellations, and membership FAQs — your top 3 topics — could automate 30–40% of real volume and free your team for high-value winback conversations.
⚡ Potential 30–40% deflection