Fin by Intercom Reviews and Ratings

Use Cases and Deployment Scope

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.

Likelihood to Recommend

The only experience I have with Fin is supporting T1 SaaS. I've never tried to hook Fin up to external tools for T2 support, nor used in another industry. But that said, Fin is ALWAYS my recommendation for anyone looking for the best T1 SaaS chatbot on the market. Fin gives quality answers, not robotic answers. I've heard from several of my users that they enjoy our chatbot. I mean, when you get CSAT comments giving kudos to the AI bot, who the customer KNOWS is AI? That's a win. I even had a COO email me directly asking what tech we were using because they were that impressed with Fin. I was a Zendesk diehard before switching to Intercom, and Fin is the biggest reason I'll never go back.

Use Cases and Deployment Scope

In the first phase of implementing Fin by Intercom, we use it as a chatbot that greets every user who starts a chat with us. It pulls its knowledge from our help page, which we structured specifically for AI so that each article contains a large number of how-to questions organized step by step.In the next phase, we plan to activate it as a tool that will respond to emails.

Likelihood to Recommend

In general, when it comes to clear how-to questions that are covered on our help page, it handles them well and shares all the correct answers, as I mentioned earlier, except for the video tutorials.

Use Cases and Deployment Scope

Primarily customer service. We use the platform to address customer's concerns and help them get to the areas that can solve their case

Likelihood to Recommend

Less appropiate for checking grammar, I'd recommend my coworker to double-check that no bad words were added by mistake.

Well suited for tone-changing in messages, very polite and attentive with customer's concerns

Use Cases and Deployment Scope

Fin helps us a lot in communicating with users, it reduces direct communication between users and customer support, thus saving manpower for uncomplicated and common issues and making our business more efficient. Fin answers questions faster than a human, which makes communication for users faster and more efficient, while the information it provides is drawn from reliable sources and in most cases answers questions accurately.

Likelihood to Recommend

Fin is a good tool in situations where support is very busy. By very busy I mean that users are calling customer support in large numbers for help. To help employees avoid answering some simple questions, sorting with Fin is a great thing. Fin can improve suggestions for articles where it just describes a sentence that has already been written.

Use Cases and Deployment Scope

Fin handles a large majority of our informational inquiries with customers, helps our team provide support 24/7 and guides our internal users to finding the correct resolution. In the past 12 months, Fin has been involved in 85% conversations, leading to improved efficiency on our operations. With the possibility to branch out to resolutions containing actions, we will further expand our usage of Fin.

Likelihood to Recommend

Fin handles informational and general inquiries perfectly, and as an organization we have full trust in that Fin can meet the customer's needs in this area, either by guiding to the right content sources, or by directly responding to the customer. Due to the lack of human touch and understanding, we avoid using Fin in sensitive cases where the customer's mental health and wellbeing needs extra attention.

Use Cases and Deployment Scope

Our org uses Fin in customer support conversations. Fin addresses the intersection of customer outreach volume and customers' desire for speedy replies. The scope of Fin's use case at our org is deployment across several plan levels and free trial users, as well as certain workflows like NPS surveys and free trial requests.

Likelihood to Recommend

suited well to cite help center content to customers whose questions are clearly answerable using HC content alone. Not so good at reading between the lines to detect things like spam or nuanced questions. Also not good at targeting customizable audiences; rather, customizes answers based on User and Company Details.

Use Cases and Deployment Scope

We started using Fin and Intercom as we wanted to grow as business and as customer support without needing to scale our support team at the same speed we are scaling our customer base.

This brought some challenges with the business case as you don't want to replace human interaction with a emotionless bot but you also want to make sure that you can deliver a 24/7 support service.

It's then that we explored Intercom further to see what Fin could do for us. And we are truly impressed by the speed we could this up and go live. Now Fin solves about 60% of our incoming traffic with no negative impact on our CSAT.

You can also still very easily let a human/agent take over for direct interaction with customer which makes the collaboration between human and bot flawless.

Likelihood to Recommend

It's perfect for easy questions that our customers have that they can find in the knowledge base but are too lazy to search for. it's then great that Fin replies to them conversationally. It is less handy with billing and pricing as it's more sensitive and almost never super straight forward.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Fin by Intercom is great with supporting users through onboarding questions, explaining the basics of our product and how to use it. Even with guidance, Fin by Intercom sometimes keeps trying to troubleshoot technical issues after it goes beyond what we have in our knowledge base for solving common issues, which can be a frustrating experience.

Use Cases and Deployment Scope

We are a SAAS startup and use Fin to answer our customer's easy questions

Likelihood to Recommend

we only use Fin to filed our support questions which is appropriate. Fin sometimes gives bad advice which makes people angry so that is not appropriate

Use Cases and Deployment Scope

We use Fin as a highly efficient team member on the Support team, helping us respond quickly to our users 24/7. The team trains and oversees Fin, adds and updates the knowledge base. Fin assists both internal and external users in better understanding and getting the most out of our platform. Using guidance, Fin hands over conversations to human support when necessary.

Likelihood to Recommend

It's perfect for basic product questions we receive frequently, which take a lot of time to review for humans. It's not ideal for agitated customers to complete a conversation with an AI; they tend to prefer speaking with a human team member in such situations.