Case Study: Fingerprint reduces support tickets and boosts activation with Inkeep

How Fingerprint reduced support tickets 48% while increasing user activation 18% with Inkeep

Fingerprint, a provider of fraud detection and bot management solutions, faced a challenge with its extensive documentation, which was comprehensive but difficult for users to navigate. This created obstacles for customer self-service and caused the company uncertainty about whether users could find answers efficiently. To scale their support and improve the user experience, they needed a solution from a vendor like Inkeep that could surface reliable answers and identify content gaps.

By implementing Inkeep's AI-powered support platform, Fingerprint provided users with instant, accurate answers parsed directly from their documentation. The solution included a built-in feedback loop to identify and fill gaps in their content. This resulted in a measurable 48% reduction in support tickets and an 18% increase in user activation rates. The vendor, Inkeep, also helped establish a cross-functional documentation feedback loop, significantly improving support team efficiency.

Fingerprint

Alvin Ciby

Director of Growth