Making Intercom and Fin actually work is an organisational problem. This email list helps you see why.

A short weekdaily email, for support leaders at B2B SaaS companies who've turned Fin on — and know something still isn't clicking.

You've invested in Intercom. You've written help content. You've turned Fin on.

And resolution is stuck. Escalations feel unpredictable. Your team is busy, but impact is unclear.

The answer isn't better prompts. It's usually clearer ownership, stronger documentation discipline, and the organisational work nobody wants to talk about.

This email is where I think out loud about that work — short, grounded, drawn from real engagements with B2B SaaS teams running Fin at scale.

“I recommend it. Messages are concise, which is helpful in our high-interruption roles.” -

Jared Call, Senior Manager of Support & Infrastructure @ VARGO

What to expect

A few sentences, weekdays. No 75-page PDFs. No hype.

Topics I keep coming back to:

  • Why Fin resolution stalls — and what actually moves it

  • The difference between activity and impact in support

  • Ownership, process, and maintenance as multipliers

  • What breaks when you scale, and what to do about it

  • Turning tribal knowledge into systems that survive people leaving

“Conor’s depth of knowledge in CX and customer retention strategies is impressive, and he possesses a rare ability to convey complex concepts in a clear and understandable manner.”

– Isabela Stisser, Account Management, Operations and Compliance @ Expensify

This is for you if:

  • You lead support or CX at a B2B SaaS company

  • You're already on Intercom and have Fin set up and answering customers

  • You're tired of firefighting and want systems that last

  • You care about outcomes, not optic

Keep up the good work regarding these news letters! I must admit that I have saved some 100 chapters unread, thinking it would take too much time. But these tiny snacks-for-thought are really interesting :) - thanks!

- ​Anne ten Hagen, Support Coördinator @ Moneybird

Stop firefighting. Start scaling
Daily support strategies for Intercom teams who want less chaos and a calmer inbox. Unsubscribe anytime.

I'm Conor Pendergrast. I help B2B SaaS companies make Intercom and Fin actually work — not just turned on, but working in a way that reduces conversation volume, improves resolution, and takes pressure off teams. Most of my work sits in the messy middle: complex products, teams that already tried Fin, and leaders who know something isn't clicking but can't quite see why.

“​I read your newsletters almost always :) Appreciate you! “

- Nivedha Venkatesh, Pageloop