Case Studies
Feb 6, 2025
Zuzanna Ostrowska
IN this article
By implementing Fini’s AI-powered solution, Qogita achieved 88% ticket resolution, a 121% improvement in SLA, and reduced response times to just 10 minutes for email and forms. With Fini, 50% of support tickets are now handled end-to-end, enabling Qogita to maintain exceptional customer satisfaction while scaling seamlessly.
Company Name: Qogita
Industry: Health & Beauty Wholesale Marketplace/ e-commerce
Support Platform: HubSpot
CX Owners: Clara Girardeau - Revenue Operations Manager
“Maggie’s doing very well. She’s accurate in over 90% of the cases. It’s great to see how little tweaks in Knowledge Items can improve her performance further.” - Lara
About the company
Qogita is a dynamic and innovative wholesaler marketplace that revolutionizes the way businesses source and procure products. By leveraging cutting-edge technology and a vast network of suppliers, Qogita offers a seamless, efficient, and cost-effective solution for retailers and distributors looking to streamline their supply chains. Qogita ensures that its clients have access to high-quality products at competitive prices. The platform's user-friendly interface, combined with robust analytics and support services, empowers businesses to make informed purchasing decisions, ultimately driving growth and profitability in an increasingly competitive market.
The Challenge
As a wholesale marketplace for health and beauty products, Qogita faced the typical challenges of scaling customer support in e-commerce: managing high volumes of order-related inquiries, ensuring accurate and timely order tracking, and providing personalized assistance for a diverse customer base. With rapid growth, the influx of customer queries around order statuses, shipping timelines, and product availability became overwhelming. Hiring additional staff to handle the demand proved inefficient and costly. Scaling support without compromising on the speed and quality of responses was critical for maintaining customer satisfaction and loyalty.
Qogita discovered Fini and was impressed by its ability to address these specific challenges. Fini’s flexibility to integrate with existing systems like their API and CRM, combined with its ability to deliver personalized and automated responses, made it the ideal solution for Qogita’s e-commerce needs. With Fini, Qogita scaled its operations seamlessly, ensuring accurate, real-time order updates and streamlined support while maintaining the high standards their customers expected.
Qogita needed a robust solution to meet the demands of their growing business. Their requirements included:
1. Zero Code Integration with HubSpot
To streamline communication channels and maintain efficient workflows, Qogita required a solution that could sync with their existing HubSpot CRM without any code. It was critical to ensure that the AI Agent should be able to answer tickets across channels in HubSpot including - Emails, Live chat, Messenger, Whatsapp, and Forms.
2. Real-Time Order Tracking via API Connectivity
Real-time order tracking was a top priority for enhancing the customer experience. Qogita needed a solution capable of connecting to their API to provide instant, accurate updates on order statuses. This transparency enabled them to automate a high volume of order-related inquiries, freeing up their support team to handle more complex issues.
3. Intelligent Ticket Categorization
To manage support inquiries effectively, Qogita needed a system that could categorize all incoming tickets using AI. This would enable them to identify trends, uncover areas for process improvement, identify knowledge gaps, and deliver faster resolutions to customers.
4. Seamless Handover to Human Agents
In scenarios where AI wasn’t confident, Qogita required an easy handover to human agents. This feature ensured that complex, high-priority issues received the necessary attention, maintaining customer satisfaction and trust.
Why did Qogita choose Fini?
After evaluating multiple AI solutions, Qogita found that Fini was the perfect fit for their e-commerce needs. Here’s why Fini stood out:
Ability to cover multiple channels: Fini was one of the few solutions that could handle multiple channels - Live Chat, Whatsapp, email & forms.
Seamless Integration with HubSpot: Fini simplified the integration process, ensuring a smooth transition with minimal disruption to Qogita’s existing workflows.
API Connectivity for Real-Time Data: Fini’s robust API integration provided instant access to live order statuses, empowering Qogita to offer personalized updates and significantly reduce repetitive inquiries.
Customizable and Accurate Solutions: Fini’s exceptional accuracy and ability to tailor its capabilities to Qogita’s specific requirements made it a clear choice.
Proactive Collaboration and Technical Excellence: Fini team’s proactive, collaborative approach and commitment to delivering exceptional customer service ensured a seamless implementation process.
Fini’s ability to address Qogita’s pain points, particularly in order tracking and ticket management, made it the ideal partner for scaling their support operations while maintaining a high standard of customer satisfaction.
Onboarding Qogita to Fini
Qogita’s onboarding took 4 weeks in total
Understanding Qogita’s needs & knowledge base creation - Qogita’s team worked hand in hand with Fini to create necessary knowledge items (100 macros). Qogita’s help center links were ingested as well.
Duration: 2 weeks
Testing - once the resources were there Fini ran the script with potential questions and Qogita assessed the replies one by one. For those which weren’t right the Team has created additional Knowledge items.
Duration: 1 week
Integration set up - after confirming the accuracy of replies we started working on HubSpot setup, adjustment of workflows and API enablement.
Duration: 1 week
Launch - once the team was happy with the answer quality, Fini went live with direct replies to Qogita’s customers.
Qogita’s team was very responsive, engaged and hands on, this is why Fini’s AI agent was trained in such a short period of time. Currently the teams sync once a week to discuss further improvements.
Key Metrics Post-Implementation
1. Fini resolves 88% of tickets that it handles and hands over the remaining 12% of tickets.
2. 93% of perfect replies: During manual human review, 91% replies are rated as perfect by Qogita’s team (whereas “Good” & “Perfect” make up 98% of reviewed answers.
3. Qogita’s SLA improved by 121%.
4. 50% tickets are handled by Fini end-to-end. Allowing human agents to focus on the difficult support cases.
Summary
If you're seeking a solution that enhances efficiency, lightens your workload, and elevates customer satisfaction, Fini is the partner you can count on. Ready to experience the change? Let Fini assist you in providing smarter, faster support now.
Integration and Setup
1. How did Qogita integrate Fini AI into their existing HubSpot CRM?
Qogita used Fini’s zero-code, headless integration capabilities to connect with their existing HubSpot workflows. This enabled automated responses across email, live chat, WhatsApp, Messenger, and forms—without requiring developer time or custom engineering.
2. What made Fini's integration approach different from other AI solutions?
Unlike other vendors, Fini offers true plug-and-play functionality with robust API and CRM connectors. This allows brands like Qogita to go live faster without sacrificing customization or accuracy.
3. How long did it take Qogita to fully onboard Fini AI?
Fini’s AI agent was onboarded in just 4 weeks—2 weeks for building the knowledge base, 1 week for reply testing, and 1 week for HubSpot and API setup, followed by launch.
4. What kind of support channels did Fini integrate with at Qogita?
Fini covered multiple customer touchpoints including HubSpot email, chat, WhatsApp, Messenger, and forms, offering a unified and automated support experience across all these channels.
5. Did Qogita need engineering support to deploy Fini?
No, Qogita was able to implement Fini using their CX and RevOps teams. The AI was trained using macros and help center content without any engineering lift.
Performance & Accuracy
6. What was Fini's ticket resolution rate for Qogita?
Fini successfully resolved 88% of all handled tickets, allowing Qogita to drastically reduce workload on human agents while maintaining high customer satisfaction.
7. How accurate were Fini’s responses according to Qogita’s review?
During manual evaluation, 93% of Fini’s responses were rated as “Perfect” by Qogita’s team, and 98% of all reviewed answers were marked “Good” or better.
8. What impact did Fini have on Qogita’s service-level agreement (SLA)?
Fini improved Qogita’s SLA by 121%, cutting response times dramatically and ensuring faster resolutions for high-volume inquiries.
9. How does Fini ensure high accuracy in e-commerce support?
Fini uses a combination of Knowledge Items, API integrations, and continuous learning from user behavior to provide personalized and contextually correct responses.
10. Can Fini handle both order tracking and general inquiries?
Yes, Fini is equipped to resolve order tracking queries through API calls as well as general support questions using structured macros and help documentation.
Features and Capabilities
11. What type of queries can Fini resolve for e-commerce brands?
Fini can handle order status, shipping updates, inventory questions, product information, returns, refunds, and account-related queries, among others.
12. How does Fini manage real-time order tracking for Qogita?
Fini connects to Qogita’s internal APIs to fetch and display up-to-date order statuses, giving customers accurate information without human delay.
13. Can Fini categorize tickets automatically?
Yes, Fini uses AI-powered tagging to categorize tickets by issue type, product line, urgency, and more—helping teams identify trends and gaps.
14. How does Fini support ticket escalation to human agents?
If confidence is low or the issue is complex, Fini seamlessly hands over the conversation to human agents with full context and prior interaction logs.
15. What personalization features does Fini offer for Qogita’s support?
Fini tailors replies using customer attributes, purchase history, partner organization tags, and API-retrieved metadata to deliver human-like support.
Customer Experience and Outcomes
16. How did Fini help Qogita reduce response times?
By resolving most tickets instantly and accurately, Fini cut Qogita’s average email and form response time to just 10 minutes.
17. What was the effect on Qogita’s support team after deploying Fini?
Fini handled 50% of tickets end-to-end, freeing agents to focus on complex edge cases and improving team productivity and morale.
18. How did Fini improve Qogita’s customer satisfaction levels?
Customers received accurate, instant answers across all support channels, leading to improved satisfaction and lower repeat inquiry rates.
19. What was the role of the CX team in optimizing Fini over time?
Qogita’s CX team used weekly reviews and performance dashboards to refine Knowledge Items and continuously improve Fini’s accuracy.
20. How does Fini handle multilingual or international customers?
Fini supports multilingual interactions, which was critical for Qogita’s global customer base across diverse regions.
Knowledge Base and Customization
21. How was Qogita’s knowledge base created for Fini?
Fini ingested over 100 macros and all relevant help center articles to create a foundational knowledge base for training the AI agent.
22. What are Knowledge Items and how do they work?
Knowledge Items are structured, atomic pieces of information used by Fini to respond accurately. They are continuously improved through feedback.
23. How did Qogita use feedback to improve Fini’s replies?
Qogita reviewed answers generated by Fini during testing and added additional Knowledge Items wherever gaps were found.
24. Is Fini capable of handling dynamic product catalogs?
Yes, by integrating with product databases or APIs, Fini can provide real-time availability, descriptions, and pricing information.
25. Can non-engineers at Qogita update Fini’s knowledge base?
Yes, Fini is designed for CX teams to make live updates without any code, ensuring fast adaptation to new products or policies.
Strategy and Scale
26. What made Qogita prioritize AI support at this stage of growth?
With rapid scaling and rising ticket volumes, manual support became inefficient. AI allowed them to maintain quality while controlling costs.
27. How did Fini help Qogita manage seasonal spikes in support demand?
By automating 88% of support volume, Fini absorbed the load during peak periods without the need for temporary hires.
28. Can Fini’s setup scale with Qogita as the company grows?
Yes, Fini’s headless architecture and customizable workflows ensure that it can scale across new regions, channels, and product lines.
29. How is Fini’s performance monitored post-launch?
Fini provides a centralized dashboard for tracking resolution rates, CSAT, ticket categories, and model performance over time.
30. What kind of ROI did Qogita achieve with Fini?
While exact financials weren’t disclosed, Qogita achieved significant time and cost savings, operational efficiency, and improved customer outcomes.
Competitive Differentiators
31. Why did Qogita choose Fini over other AI vendors?
Fini was the only vendor offering full multi-channel coverage, headless integration, no-code customization, and strong HubSpot and API compatibility.
32. How does Fini outperform rule-based bots or scripts?
Unlike static bots, Fini uses intent recognition, real-time data, and learning loops to provide fluid, accurate responses even in complex cases.
33. How does Fini compare with other HubSpot-compatible support tools?
Most HubSpot-integrated tools offer basic automation. Fini delivers contextual replies, real-time order tracking, ticket categorization, and intelligent escalation—offering a more advanced solution.
34. What differentiates Fini’s handover process from others?
Fini preserves full interaction context and tags when handing off, ensuring a seamless and frustration-free experience for both agents and customers.
35. How does Fini support e-commerce use cases better than general AI tools?
Fini is optimized for high-volume commerce workflows like order tracking, returns, and product info—delivering reliable results that are aligned with buyer expectations.
Future Outlook
36. How does Fini continue improving its support performance at Qogita?
Fini learns from new ticket patterns, integrates fresh data sources, and uses weekly team reviews to optimize Knowledge Items in real time.
37. Can Qogita use Fini across new channels as they expand?
Yes, Fini can be easily extended to voice, in-app chat, or any custom front-end thanks to its modular, headless architecture.
38. How does Fini handle security and privacy in customer support?
Fini complies with GDPR and data privacy standards, ensuring all sensitive customer data is handled securely during API interactions.
39. What does Qogita’s support roadmap look like with Fini?
Qogita plans to further automate complex flows like refunds, personalized promos, and tiered support models using Fini’s API-first framework.
40. What’s the biggest takeaway from Qogita’s success story?
With the right AI partner, e-commerce businesses can automate support, maintain high CSAT, and scale operations—all without compromising quality or control.
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