How Fingerprint Reduced Support Tickets 48% While Increasing User Activation 18% with Inkeep

TL;DR

Fingerprint helps businesses identify and distinguish malicious bot activity and legitimate AI agent automation on the web.

1. Demand for Fingerprint is accelerating as fraudsters become smarter and enterprises realize that customer experience is a competitive advantage.
2. Fingerprint has invested heavily in comprehensive documentation. But with this, discoverability of answers became more difficult to Fingerprint's users.
3. Inkeep stood out as a solution to Fingerprint's challenges. Unlike generic chatbots, Inkeep offered capabilities designed for developer-first companies like Fingerprint.
4. This includes reliable answers to technical questions; built-in feedback loops between docs, support and other teams; customizability and integrations with Fingerprint's existing tools.
5. The result of this investment was a 48% reduction in support tickets, 18% increase in activation rates (a key Product metric), and greater cross functional collaboration between support, marketing and engineering teams.

Problem: Comprehensive Docs, Hard to Navigate, Growing User Base

Fingerprint has invested heavily in comprehensive documentation. Users even cited their docs as a reason for converting to paid plans.

But there was a problem: Fingerprint knew that their docs weren't the easiest experience to explore.

"We had a very comprehensive set of docs, but they weren't the most easy to explore," Alvin Ciby explains, who is Fingerprint's Director of Growth. "We weren't sure how quickly people were getting answers and if they were even finding their answers."

So to scale their customer support, the company needed to ensure that its comprehensive documentation was easy to navigate. This was a critical gap for the growth team, as they needed to make sure that their customers can self-serve.

So essence, they needed a solution that would:

• Surface highly reliable answers faster from their existing docs.
• Provide visibility into gaps in docs & wider content.
• Improve both the prospect and customer experiences.
• Integrate seamlessly with their developer-focused approach.

Solution: AI Customer Support That Understands Developers But Is Easily Used by Non-Technical Teams

Inkeep stood out immediately as the answer to Fingerprint's challenges. Unlike generic chatbots, Inkeep offered capabilities specifically designed for developer-first companies like Fingerprint.

That's because Inkeep offered Fingerprint a solution that provides:

• Instant, Accurate Answers: Inkeep's AI could parse Fingerprint's comprehensive documentation and surface precise answers in seconds. Thus, solving the discoverability problem that was frustrating users.

• Built-in Feedback Loop: "Inkeep provides feedback loops to improve our docs and identifying the gaps was probably the biggest thing we were able to solve," says Alvin. The platform's analytics showed exactly what users were searching for and where documentation fell short.

• Developer-First Design: A solution with a clear design that can provide code snippets and UI package frameworks for customization.

• Beyond Just Chat: Unlike traditional support bots, Inkeep could execute fundamental functions and integrate deeply with Fingerprint's existing tools from docs platform to their help desk to their product itself.

Inkeep's search, Ask AI, and content analytics features easily became a one stop shop solution for Fingerprint.

Results: 18% Increase in User Activation

The results from using Inkeep spanned beyond customer support and documentation teams. That's because the results included:

• 48% reduction in support tickets statistically significant via A/B test
• 18% increase in activation rates measured via first time API calls (a key Product metric)
• Documentation feedback loop established with monthly improvement cycles (cross functional across 3+ teams)
• Support team efficiency improved with AI-powered draft responses

Key Takeaways for Developer-Focused Teams

Fingerprint's success offers several lessons:

1. Start with documentation, but think bigger: Beginning with docs creates a foundation for expanding AI across the customer journey
2. Measure everything: From A/B testing support deflection to cohort analysis on activation, data drove every decision
3. Cross-functional wins matter… a lot: When the head of customer success engineering went from AI skeptic to champion after seeing results, it unlocked new use cases like the Zendesk co-pilot integration

Looking Forward: Supporting Fingerprint's Developer Community

Fingerprint's journey with AI-powered experiences continues to evolve. But as demand for their product grows, which is why Fingerprint currently implementing Inkeep's Autorespnder to streamline support fot tier 3 tickets.

We at Inkeep hope to support more developers and non-developers alike that will be using their amazing product.

The story so far with Inkeep has validated their hypothesis that investing in developer experience drives real business results. And they're just getting started.