Fin by Intercom

At EOS One we use Fin for all of our Tier 1 questions.

We're a small team of 2 individuals, and Fin has come in and really been able to take a load off of answering the basics.

Like with any AI bot, your experience is only as good as your data. Fin helps us identify where in our Knowledge Base we have gaps so that we can quickly update or create articles.

Doing this, we've had high 80's to low 90% defection rates each week. We've also had several people give kudos, knowing they're talking to an AI bot but being satisfied doing so!

To anyone looking, don't "cheap out" on the solution. Get Fin. Fin is a game changer.

• CSAT - Fin is currently holding an 83% CSAT over the last month
• Reduced Tier 1 workload on the team—we had a lot of "easy" questions being passed to expensive people.
• 24/7 response time. We have a global product, but a small team, so Fin helps us answer questions at all hours of the day.

Zendesk Chat and Chatbase

Pendo.io, Metabase, Twilio SendGrid, Auth0, Stripe Billing, Atlassian Jira, Maxio, Google Gemini

We use Fin by Intercom to manage daily customer communications via chat, as our public help center, and as a proactive engagement tool. Fin by Intercom helps us answer basic questions for users, and provides them with a channel that is active 24/7, which is important since our human team is small and not available outside of standard working hours. Fin by Intercom is also a great way for us to monitor customer wants and issues. Some users will ask Fin questions they aren't comfortable asking our team directly, and it can help us find gaps in our tool or knowledge/education for users.

• Fin by Intercom has freed up time for community team on repetitive questions which supports more time in other areas
• Overall engagement with users has increased due to the chat function

HubSpot Marketing Hub

Slack, Asana

Users of a product expect the product to be so intuitive that they can skip any training. This results in frequent situations, where they don't know the best course to continue and want help. And help should always be there immediately. And not as part of a FAQ, they want a personalized response to exactly their situation.

FIN resolves exactly that. It knows all our documentation and can guide customers through any situation, using words the customer understands and prefers. It has unlimited patience, answering multiple follow ups or different inquiries without complaints. Our users love chatting with FIN to get all their questions answered, which reflects perfectly back on the customer satisfaction and also influences "ease of use", as if anything is not intuitive, FIN is there to help.

• Resolution Cost (it is cheaper than human support) - HOWEVER People start to ask more questions to AI than to a human, which increases costs again
• But with more questions we also see customer satisfaction and customer stickiness increases. If they find help for every inquiry, they are less inclinded to judge the product as "too complicated".
• Response times are drastically reduced. You dont need to wait for a free agent to ask the customer for more details or a specific document, but FIN asks all in real time, allowing customers to immediate get a response. Also, FIN works 24/7, which replaced our whole nightshift and weekend worker slots.

It serves as the first point of interaction with visitors and users. Having access to the knowledge base and previous conversations, it tries to answer or offer a solution to the issue reported.

• Reduced initial response time.
• Reduced resolution time (in some cases).

TestCollab, Atlassian Jira, Slack

Fin by Intercom enables 24/7 customer service coverage and provides many answers without requiring several global live agents. It gives our customers confidence that they will never be without a connection or an answer to their questions or concerns. The feedback it provides on its own success helps us craft content to feed Fin by Intercom and make it even better, with step-by-step instructions and screenshots for greater depth and clarity.

• Quicker response to many simple questions
• Less dependency on agents to solve every call
• Giving us guidance where our documentation needs to be improved and added to
• Understanding trends across many conversations and which issues are more critical

Zendesk Chat

productboard, LaunchNotes, Linear App