From question to checkout: How Fin's support helps WHOOP convert buyers

The inside sales team at wearable technology company WHOOP faced a critical moment. With a major product launch around the corner and an anticipated spike in prospective customer conversations, their three-person team needed to cover more ground than humanly possible. But rather than rush to hire, they did something different: they deployed Fin AI Agent, to engage buyers when no agent was available.

What followed was a transformation in pre-purchase support: a 130% increase in sales attributed to the team, a Fin-powered funnel that resolves up to 84% of inbound questions it's involved with, and a sales org newly freed to focus on high-value leads.

We needed something fast, accurate, and on-brand that our team could control, explains Emily Shirley, Business Manager for Growth Product at WHOOP. Fin let us launch in weeks, not months, and gave us a new way to scale without compromise.

The WHOOP product is premium, personalized, and detail-sensitive – which makes selling it more consultative than transactional. Customers often arrive with a broad range of questions: “Which membership is right for me?” or “How often do I need to charge my WHOOP?”.

If someone chatted with us live, they were twice as likely to convert. But when we couldn’t respond fast enough, we lost the moment.

Before Fin, those questions often waited 10+ hours for a reply. As a global brand with a lean team, WHOOP couldn’t justify 24/7 live staffing – especially for overnight or low-intent traffic. But the impact was real: leads who received real-time answers converted at double the rate of those who didn’t. “If someone chatted with us live, they were twice as likely to convert. But when we couldn’t respond fast enough, we lost the moment,” Emily says.

The breaking point came when an upcoming product launch forecasted a 20x spike in chat volume. Hiring wasn't realistic, but shutting chat down would result in missed opportunities. "We were looking at either finding a scalable solution fast or not having chat at all,” Emily says. “And the only thing worse than no chat is chat with a long wait time.”

The team needed another option, which led them to explore AI Agents.

The team planned to have an AI Agent operate on the “Join” page of the WHOOP website. This is the final step before purchase. Here, tone matters, clarity matters, and missteps cost revenue.

With Fin, I knew I could configure it myself. No prompt engineers, very little dev effort. We could get started immediately.

Emily took this seriously and evaluated multiple AI solutions, including building in-house. Of all the options she looked at, Fin stood out. “With Fin, I knew I could configure it myself,” she shares. “No prompt engineers, very little dev effort. We could get started immediately.”

But speed wasn't the only selling point. Fin proved to be the best option for three critical reasons:

• Brand-safe accuracy: “Some users will believe what’s in the chat even if it contradicts the website,” Emily says. “Fin had to be extremely accurate.” With Fin Guidance, the team could shape tone and enforce non-negotiables. That level of control mattered.
• Performance-aligned pricing: WHOOP also appreciated Fin's pricing model. “It's aligned with performance. You pay per resolution, not per chat or seat. That's the kind of accountability we wanted.”
• Easy configurability: The team needed a tool that could speak in their voice – calm, clear, and conversion-focused. Fin configurability meant they could achieve this easily without technical dependencies.

WHOOP moved fast, going fully live with Fin in under six weeks. They started small, allowing Fin to handle three or four high-volume, low-risk topics. Even then, Fin resolved 56% of conversations right out of the box, says Emily.

There was definitely anxiety the first time we left Fin running overnight. I woke up and immediately checked the dashboard – and there it was, having conversations, making sales. That's when I realized: we can trust this.

As confidence grew, they expanded coverage and layered in custom guidance. They closely monitored Fin's early conversations, refining responses and testing performance across a range of questions.

The real test came with overnight coverage. There was definitely anxiety the first time we left Fin running overnight, Emily remembers. I woke up and immediately checked the dashboard – and there it was, having conversations, making sales. That's when I realized: we can trust this.

During the new product launch, Fin absorbed thousands of buyer questions – resolving 68% without escalation. We had workflows prepped for every worst-case scenario, Emily says. But we didn't even breach our first SLA.

Today, Fin is a core part of the sales infrastructure at WHOOP – managing spikes in volume, supporting customers across multiple markets and languages, handling overnight conversations, and answering objections with brand-safe confidence.

Fin now handles over 3,500 resolutions each month and plays a key role in the team’s operational rhythm. As Fin’s performance has improved, so have outcomes across the board:

• Resolution rate has climbed to 84%.
• Sales attribution to the inside team has more than doubled.
• 130% increase in feedback volume collected.

Beyond conversions, Fin has also become a key tool for real-time learning. “Because Fin is on 24/7, we’re getting insights in hours instead of days – whether it’s product confusion, a checkout bug, or pricing sensitivity,” Emily shares.

With Fin now fully embedded in the pre-sales support motion, WHOOP is already testing a “membership quiz” – recommending membership tiers, upselling, and guiding users to checkout.

It’s a move that reflects how deeply Fin is now woven into their customer experience strategy. Emily and her team are exploring new experiments that push Fin beyond FAQs toward personalized conversion flows, multi-product recommendations, and richer data capture.

“There are so many parts of the buyer journey where this applies,” says Emily. “We’ve only scratched the surface.”