How Jukebox delivers instant buyer support at scale with Fin

Jukebox is a global ecommerce printing company delivering premium, on-demand products with same-day production to customers worldwide. From stickers and business cards to posters and merch, they serve creators and small businesses around the world with fast, high-quality, and uniquely customizable products.

That promise of speed and quality sets them apart – but it also raises the stakes: if support can’t move as fast as the order, the whole experience breaks. As Jukebox grew, with 80% more orders and an 83% increase in support volume, they needed a way to keep up without compromising the high standard they were known for.

With Fin, they’ve done exactly that. Fin now gives instant answers in multiple languages, resolves even complex queries – like order updates and delivery timelines – and absorbs peak-season spikes without missing a beat. Jukebox now serves customers as fast as they print, delivering instant support anywhere and anytime.

From day one, Jukebox set out to reduce wait times and beat industry expectations. “In the world of ecommerce, most people are used to seeing two to six days just for production. Speed is what sets us apart – we produce on the same day, and we’re known for very fast service,” says CEO Loredo Rucchin. “But when you're operating at that speed, you’ve got to have fast support too.”

Customer service plays a critical role in the customer journey. Orders can come in at any hour, and a buyer checking delivery times at midnight expects answers right away. Whether it’s a pre-purchase question or a last-minute file change, fast and accurate support can mean the difference between a purchase and a bounce.

As their business scaled, with 80% more orders and 83% growth in yearly support volume, so did the pressure on their team. They were handling thousands of conversations each month, most of them urgent questions about order details, delivery timelines, and cancellations. Without automation, every response took time, and every minute added strain to a lean team. During major sales and year-end promotions, queues could hit thousands overnight, making it even harder to respond in time.

Their legacy platform, Zendesk, wasn’t built for that kind of pace. It lacked live chat functionality at the time and felt disconnected from Jukebox’s brand. “It was just really robotic,” Loredo recalls. “It lacked the customization we needed, and every new feature felt clunky. It just wasn’t moving in the direction we needed.”

To keep up, Jukebox needed a support platform that could match the pace of their brand and deliver the same seamless experience buyers expected at every step.

For a company built on same-day production, the goal was to make support as quick, clear, and smooth as the buying experience. So Jukebox made the switch to the Intercom Suite and rolled out Fin, an AI Agent for customer service.

Fin responds to questions about order details, delivery times, or cancellation, and the level of detail it gives makes people think they’re talking to a person.

With support from ActiveLabs, an Intercom partner, they migrated their Help Center from Zendesk to Intercom, optimized it for both Fin and their buyers, and connected Fin to Jukebox’s custom backend system to handle complex queries.

Here’s how they did it:

1. Training Fin on knowledge and product information

Jukebox started by training Fin on their entire knowledge base and product catalog. Their products are highly customized, and even small errors in size, resolution, or file setup can delay production. Giving Fin access to live product pages means it can guide buyers through those details in real time, helping them avoid mistakes and feel confident placing their order.

2. Teaching Fin how to navigate nuance 

The Jukebox team provided Fin with natural language instructions to shape how it handles nuanced scenarios, applies policy, and stays aligned with their brand voice and standards.

Here is some of the guidance the team provided:

• If a customer requests a list of recent orders, Fin was trained to include clickable links in a specific format, labeled “View Order,” so the customer can access their order history quickly.
• If a customer cancels part of a multi-item order that originally qualified for free shipping, Jukebox trained Fin to explain why their refund may be slightly lower and reassures buyers that if they cancel the entire order, they’ll receive a full refund, including shipping.
• If a customer includes an order number in the subject line of the initial message, Fin was trained to use it in the response instead of asking for the order number.
• If a message includes urgent terms like “not centered,” “reprint,” or “damaged” along with a file attachment, Fin was guided to instantly route the conversation to a human.

3. Automating more complex queries

With that foundation in place, Jukebox connected Fin to their custom backend via API, giving it real-time access to order details, shipping status, production progress, and pricing.  “It’s a game changer,” says CEO Loredo Rucchin. “Fin responds to questions about order details, delivery times, or cancellation, and the level of detail it gives makes people think they’re talking to a person. It even handles back-and-forth. We’ve had people say, ‘Thanks, that was really helpful,’ and they have no idea it’s AI. That kind of experience changes the whole perception of support.”

One area where this mattered most was order cancellations – a common friction point in ecommerce. Customers often submit the wrong artwork or choose the wrong product options, only to realize it moments after checkout. Instead of slowing things down, Jukebox gave Fin the power to handle cancellations instantly.  “We want to make it really easy for people to cancel,” Loredo explains. “Because when they can do that quickly, it creates a more seamless experience, and they’re much more likely to reorder. In fact, 98% of the time, they cancel and repurchase within two minutes. It’s part of the flow now. They get what they need and come right back.”

Today, Fin supports buyers at every step, delivering the kind of instant, accurate support that matches Jukebox’s brand. Here’s what they’ve achieved so far:

• 50% Fin involvement rate. Half of Jukebox’s support queries now start with Fin, delivering instant, accurate answers and handling a wide range of buyer questions from order details to delivery and cancellations.
• Up to 65% Fin resolution rate. “Fin handles order details, delivery, cancellations instantly,” says CEO Loredo Rucchin. “We’d need six or seven more agents to do what Fin does.”
• 90% of peak-season sales queries handled by Fin. During major campaigns like Jukebox’s year-end sale, Fin handles the majority of buyer questions. “Our busiest day of the year is New Year’s Eve,” Loredo shares. “We have queries coming in at 11:59 PM, and Fin handles them. That allows our team to take time off.”
• Global coverage with multi-lingual support. Jukebox ships worldwide, and with Fin, they can help buyers in their own language across any time zone.
• 40% conversion growth. “Fin had a huge impact on our buyer journey,” says Loredo. “It’s been a big contributor to the 40% growth we’ve seen in conversions, because it gives customers the right answers instantly, right when they’re deciding to buy. The more it learns our products and how we work, the more confident people feel to complete their purchase.”
• 83% yearly growth in conversations without adding headcount. “We’ve seen an 80% increase in orders over the last year, which naturally drove up conversations,” says Loredo. “Fin helped us absorb that growth without hiring more people, and that’s a massive shift.”

Beyond the metrics, Fin has also given Jukebox new visibility into their customer experience. Using AI powered insights, the team has recently identified a product that was consistently driving frustration and made the decision to remove it from their offering entirely. Now, teams across Jukebox can better understand what customers are experiencing in real time and use those insights to improve products, reduce friction, and deliver a better overall experience.

Jukebox sees Fin as part of their business infrastructure. “People used to be scared of AI. Now they expect it. If you’re not adapting, your customers will notice. They’re not loading Google anymore. They’re talking to AI. If your brand isn’t there, you’re already behind,” says Loredo. 

We’ve had Fin for two years, and it’s only getting smarter. It learns how we work. It knows our tone. It’s trained on our business. That’s the real advantage – the longer it runs, the better it gets.

That shift in mindset is shaping how Jukebox thinks about the future. They’re already exploring what more Fin can do, from phone integration to deeper personalization, smarter API calls, and even more complex query handling. “We’ve had Fin for two years, and it’s only getting smarter,” Loredo explains. “It learns how we work. It knows our tone. It’s trained on our business. That’s the real advantage – the longer it runs, the better it gets.”

“I really think we’re heading into a time where the maturity of your AI agent will matter as much as your team’s experience. A newer AI Agent might have the same tools, but it won’t have the context. It won’t have the training. A two-year-old AI Agent will already be faster and sharper. A four-year-old one? That's the next level. It’ll know your systems, your customers, your workflows – everything,” Loredo shares.

As Jukebox continues to grow, AI won’t just support their scale, it will shape how they operate, how they serve buyers, and how they stay ahead of expectations in a fast-moving ecommerce market.