When you reach out to our Customer Love team via email or messenger, you might receive a quick reply from Fin, our helpful AI assistant.
Fin isn’t here to replace the humans you know and love; it’s here to get you moving faster, especially when the answer is already waiting for you inside your account.
What does Fin do?
Think of Fin as a high-speed concierge. When you send a message, Fin scans for the quickest solution and provides:
Clear, step-by-step instructions on how to action exactly what you're looking for
Helpful tips and suggestions on feeding Marro and how to serve for best success, all tips tried and tested by us
Direct links to self-serve tools in your account
It’s designed to provide immediate answers to common questions so you don’t have to wait for a reply to get on with your day.
Why we use it
We’re a small, dedicated team. Fin lends us a helping hand on the smaller parts, handling routine queries instantly so our team can focus on the conversations that truly need a human touch.
The solution is often just a click away. Many of the most common requests can be handled instantly within your Marro account. Fin can point you exactly where you need to go to:
Update your delivery address
Manage or change your subscription
Pause or skip a box
Update your payment details
Change a payment method
Fin is a partner, not a replacement
We want to be clear: Fin is not replacing us or real humans. If your request is a bit more complex, if the self-serve option isn't quite right, or if you simply prefer to chat with a real person, just say so. Click or reply 'Ask a Human' and your message will be routed straight to our team, and we’ll get back to you with a thoughtful, human response as soon as possible.
Why Fin is a win for you
While our team aims for thoughtful and accurate replies, it can sometimes take 24–48 hours to get through our inbox during busy periods. Fin, on the other hand, responds in seconds. For simple tasks, it is consistently the fastest and easiest way to get what you need.
Tried and tested
Rest assured, Fin never operates in a vacuum. Our team is behind the scenes every single day, reviewing every interaction, feedback score, and customer comment. Every word you share with Fin is pulled directly into our reporting, meaning your experiences, drive the major changes we make to our service. Nothing you say ever disappears into a digital void; a real human sees it, learns from it, and ensures that your voice is at the very heart of everything we do.
We only use tools that genuinely make life easier for you and your cat. Fin consistently receives excellent feedback and high ratings from our community and we’re constantly refining its tools to ensure the advice it gives is top-notch.
Fin is here to:
Solve simple tasks in seconds
Eliminate wait times
Make account management effortless
Free up our humans to handle the tricky stuff
Fin is a tool designed to make your Marro experience smoother, but our human team is always standing by whenever you need them.
Just 'Ask a Human'. Fin will take no offence. We promise.