1
At a glance

Company

Peddle is a tech-powered car-buying service operating nationwide across the U.S. that connects sellers with a trusted network of salvage and auction partners – offering instant quotes, fast pickups, and same-day payment.

https://www.peddle.com/

Headquarters

Austin, Texas, United States

Industry

Software & Technology, Automotive Resale

Key features used

Fin AI Agent
Help Center

Peddle built its business on a simple insight: people just want an easier way to sell their car. That same philosophy guides how the team runs support. So when the opportunity came to adopt AI early, they didn’t hesitate.

They rolled out Fin, Intercom’s AI Agent, across their busiest teams and transformed how their support team operates – cutting volume by more than half, avoiding additional headcount costs, and freeing up time for what matters most.

2
A focus on efficiency

Peddle is a tech-powered car-buying service operating nationwide across the U.S. that connects sellers with a trusted network of salvage and auction partners – offering instant quotes, fast pickups, and same-day payment. But internally, the team’s support operation was anything but instant.

Their company mission has always been about removing friction. “Efficiency isn’t just a goal here,” says Jaymee Krauchick, Assistant General Manager at Peddle. “It’s our culture.” That same drive to simplify applies internally, where the support team handles everything from customer and partner inquiries to internal agent enablement.

But as volume grew across multiple workspaces – including Seller Support (for customers), Peddler Support (for internal agents), and Carrier Support (for network partners) – so did the pressure. Supervisors and quality leads were pulled into routine inquiries. Scaling would have meant hiring. “If our agents aren’t efficient,” Jaymee explained, “Our company isn’t efficient.”

Peddle needed a way to protect its lean, high-performing support culture – without compromising quality.

3
AI as a strategic asset

As a forward-thinking company, Peddle saw the huge opportunity AI presented when it came to customer service and was one of the earliest adopters of Fin. “We’re the kind of team that sees something new and shiny, and we launch it,” said Jaymee. “If it works, we keep going. If not, we adapt. But we don’t wait.”

“We watched every metric and every audit. The results were mind-blowing. Fin started deflecting chats immediately. We couldn’t believe how fast it worked.”

Fin went live in Peddle’s Seller Support workspace first, where customers ask about offers, pickup issues, and next steps. The team monitored it closely. “We watched every metric and every audit,” she said. “The results were mind-blowing. Fin started deflecting chats immediately. We couldn’t believe how fast it worked.”

That success led them to expand into Peddler Support, where internal agents support sellers, carriers, and more. This time, Fin’s impact was even bigger, freeing up hundreds of hours for leaders to coach, QA, and build up their teams.

Fin didn’t just deflect volume. It made room for strategy.

4
Steps to success

Peddle’s support team didn’t treat Fin like a plug-and-play bot. They treated it like a new teammate – one that needed to be trained, fed, and supported. They built a feedback and content loop that made Fin more powerful over time.

“We don’t just show agents how to use Fin. We show them how to ask better questions, how to search smarter, and how to trust – but verify – the information Fin gives them.”

Years before launching Fin, the team moved from Google Docs and institutional knowledge to Intercom’s Help Center. They created content standards, built a style guide, and trained team leads to approve changes daily. “We were already structured and standardized by the time Fin came in,” Jaymee says. “That made a huge difference.”

Training and quality assurance also played a critical role. “We don’t just show agents how to use Fin. We show them how to ask better questions, how to search smarter, and how to trust – but verify – the information Fin gives them,” adds Jaymee. “Our QA team also flags conversations where Fin ‘got it wrong,’ but more often than not, it’s a misspelling or vague question. Fin answered what it could. We use that as a coaching opportunity.”

Fin’s resolution rates steadily improved, and so did trust from the team. “Our leaders, quality, and training teams all work together to make sure Fin is part of our process now,” notes Jaymee. “We update articles constantly. We coach agents on using Fin during screen monitoring. It’s built into our DNA.”

5
Results: From efficiency to empowerment

Peddle’s results with Fin were immediate – and continue to improve. 

By deploying Fin and doubling down on quality and adoption, Peddle transformed the way its support org worked. Here are just some of the results the team saw:

  • 64.1% reduction in chat volume in Peddler Support

  • 899.63 hours/month saved across Seller and Peddler workspaces

  • $163,800 in annual cost avoidance – avoiding the need for 2.5 full-time hires

  • 58.5% resolution rate in Seller Support (a 6% lift)

“It’s easy to forget how hard we used to work just to keep up,” Jaymee reflects. “Now we’ve got the time to focus on the work that really matters – like coaching, QA, and improving the agent experience.”

It’s not just Fin that’s changed things. Jaymee credits Intercom overall with helping her grow in her own career, from project manager to overseeing training, quality, and being a part of operations. “Intercom is the only constant I’ve had across all my roles. Building with it helped me level up – and helped our team level up, too.”

6
Looking ahead

Peddle is now exploring Fin Tasks, using data from Salesforce to personalize responses, like returning a carrier’s phone number or checking order status. The team is also planning to use AI to measure customer sentiment without follow-up nudges, and to keep iterating on snippets, content, and workflows.

Peddle’s goal isn’t just faster support. It’s better support, delivered by empowered people, backed by smart systems.

“AI isn’t replacing people,” says Jaymee. “It’s giving people the space to do more meaningful work. That’s the future we’re building toward.”

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