Intercom Setup and Configuration For Two Shopify Stores

We're a UK home appliances brand (fridja.com) looking for someone to set up Intercom properly for an e-commerce operation. We've had Intercom running for over a year and have fed Fin snippets, PDFs, and our website, but it's only handling around 13% of conversations. We want to fix that properly, once. Fin is only handling 13% of conversations despite a year of use. You're running ~15 contacts/day (~458/month) with the top issues being product faults (24%), returns/refunds (19%), billing/invoice (12%), WISMO (10%), and how-to/usage (7%). The routine third (WISMO, billing, how-to) is almost entirely unresolved by Fin despite being highly automatable. What needs building: - Proper knowledge base restructure, not just dumped snippets and PDFs, but intent-mapped content that Fin can actually resolve end-to-end, covering your top repeating issues - Routing workflows behind each contact page tile (Product Fault / Start a Return / Track My Order / Warranty / Spare Parts / Ask a Question), so every submission arrives pre-triaged Fin tuned to resolve the routine issues completely, and to route fault/warranty/emotional cases to a human quickly rather than deflecting them - A topic selector on the contact form wired into Intercom so every ticket arrives categorised - Two storefronts: fridja.com (UK/EU) and fridja.ae (UAE), with slightly different policies - The "product not working" flow specifically needs to include the video diagnostic request, framed as help not proof