Fin is an AI Agent for customer service. It automates complex queries, improves resolution times, and delivers consistently high-quality support at scale.
$0.99
one-time fee per outcome
monday CRM
Score 8.2 out of 10
N/A
monday CRM provides control over the entire sales funnel and helps users close deals faster by automating manual work and streamlining sales activities from A-Z.
$45
per month 3 seats (minimum)
Pricing
Fin
monday CRM
Editions & Modules
Fin with your current helpdesk
$0.99
one-time fee per outcome
Copilot add-on
$35
per month per user
Pro add-on
$99
per month For analysis of 1,000 conversations
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin outcome
per month per seat
Basic
$15
per month per seat
Standard
$20
per month per seat
Pro
$33
per month per seat
Ultimate
Contact Sales
Offerings
Pricing Offerings
Fin
monday CRM
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Optional
Additional Details
Fin comes with a 90-day money-back guarantee. Here's how it works:
Intercom states that users who sign up for the Fin Guarantee Success Program and do not achieve at least a resolution rate of 65% will be paid $1M. This program is designed for high volume customers.
Eligibility criteria:
High volume customers (over 250k monthly conversions) in North America and Europe. Intercom states that phase one of this program will admit customers on Intercom Helpdesk or Zendesk.
Fin is fantastic at answering simpler inquiries, where the range and types of questions are easier to categorize. Thereby reducing the subset of possible answers. Where it has shown great improvement - but still needs more improvement - is by becoming a true Agentic AI support engineer that is capable of answering more technically nuanced questions. Our product has a lot of variables used for troubleshooting that cannot be adequately captured in documentation. Even though we provide thousands of pages of spec docs, each issue is unique. Training and empowering Fin to be as good as a Level 1 support engineer is still very challenging.
Our Integrated/brand marketing and Lifecycle marketing teams find monday CRM to be particularly useful for project management. Integrated marketing uses monday to build out our yearly promotional calendar, which keeps the entire company informed on all the launch and sale details for the year, across both retail and digital channels. The Lifecycle marketing team uses monday CRM to track individual campaign projects, mainly consisting of email asset creation. There are times when monday is not the preferred CRM platform, such as data and analytics tracking, project performance tracking, or scenarios when immediate feedback is required.
It seems some users really struggle to figure out how to escalate to a human (especially through email).
Not excited about how "soft" resolutions still count as resolutions and are paid for. Though some abandoned cases appear to be able to be concluded as "the user got the answer they needed", there are others where they clearly didn't, because they just open up another chat (or even more), trying to get more info. This pads the resolution stats and makes it seem more effective than it actually is.
Cost -- Fin is quite expensive. It helps us with scaling coverage, but we're not really saving money.
It takes a while to get used to the UX if you are used to Hubspot or another CRM
We are still testing mass email functionality, it's a little less intuitive vs Hubspot
The quote/invoice forms are not pre-built into the CRM the way they are in Hubspot, so you have to manually set those up. Some might see that as a positive thing because it's more flexible with your respective tech stack, but it required more research on our end to make sure we set it up to flow efficiently.
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
The platform is overall clear and intuitive. As with any new platform, there's a learning curve, but that wasn't an issue for our team (and it shouldn't be an issue for others). Fin options are scattered across several submenus, and I'd like them grouped together, but I also like having all those training-related tabs open at all times, so it's not much of a real issue for me.
It's a really easy to use and improve tool, that helps you to quickly master its functions and then helps you to improve the features usage as quickly as you learned the basis. Any doubts you have are easily solved by the contents and tutorials it provides, and if it doesn't solve it, the team is always quick to reply and help you.
I can get help by asking Fin questions about itself. It answers accurately, citing its own Help Center resources with visuals. It can reason and dialogue well. But when it comes to getting human support for Fin, it is not as quick. It can sometimes take a few days. They are polite and well-meaning. Some things aren't their fault (product limitations), but there was one occasion where something took a long time to resolve with lots of back and forth but it was I who found out the error in the end that they missed, so they didn't really help resolve it.
When I have requested customer service from monday.com account the person who I spoke with was really helpful but the set up to get a hold of someone in customer service was a little complicated and time-consuming. I had to get a ticket in an email and then wait for a specific person to call me back at a certain time, that's why I gave a six.
There are so many AI platforms available, and you could theoretically build a system using the available AI API's from any of the big platforms. However, I dont think it's as easy as this. Intercom is deliberately built for customer service, the features they are releasing a based on providing the best customer experience. If we were to build this ourselves or to use another platform we would be taking on the upkeep, using Fin is just much simpler as it's also our chosen ticketing platform so anything that Fin is not able to answer yet and escalated directly to our team with no extra effort required from our side.
Monday is significantly better. Not only is it more aesthetically pleasing it is just better overall. I feel as if Monday has a better system in regard to keeping track of all the files we have. Moreover, I also feel like the fact that it allows me to tag my other coworkers enables me to have better communication in the office.
New role opportunities — Using the “Fin-first” approach has reduced the workload for our Tier 1 team, giving them more time to focus on their own career growth. It’s also opened the door to a dedicated, AI-focused role, where a team member regularly reviews Fin’s answers and makes updates to help it perform even better.
Enabling Fin has also reduced our response time and allowed us to meet SLA's.
I feel since we integrated to monday CRM, that the speed of our invoicing rate has increased, due to the easier navigation monday CRM provides.
Communication with other peers & departments has become easier to reach out since we all share this platform and able to tag the needed person.
We are also able to view and give reports easier to our VP's/ higher up, providing visibility and graphs of our trending sales numbers categorized by each store with different sales type.
