Item: Fin by Intercom
Rating: 10
Author: Verified User

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

We use Fin by Intercom to answer all support inbounds from our users before passing to the team as necessary. We have a vast user base which contributes to a large volume of support conversations, so adding Fin by Intercom at the start helps our users get instant answers, and reduces volume passed to our team, giving them the time to spend on more complex or high value interactions. We also use Fin by Intercom to perform actions, leveraging Fin by Intercom Tasks and Custom Answers to solve inquiries that would have historically required human support.

Pros and Cons

Pros

Resolving FAQ and how to inquiries
Providing instant and accurate answers
Suggesting improved and new content to increase Fin by Intercom's efficacy

Cons

Customizing Fin by Intercom's escalation paths could be easier (ex. if there are some inquiries we don't want passed to the human team)
Reporting on conversations handled to completion by Fin by Intercom (not just those that are marked as "resolved")
It would be helpful to be able to indicate to Fin by Intercom when an answer is wrong, or train it on things that it shouldn't do (not only what it should do)

Return on Investment

We've achieved around a 50% resolution rate (and growing) with Fin by Intercom
Our customers have a near instant response time when chatting with Fin by Intercom
We've been able to use Fin by Intercom for a 100% AI driven approach for a subset of our users

Usability

Mostly, Fin by Intercom/Intercom are intuitive products and I find the usability easy and straightforward. It can be an adjustment (and was for me) for people who come from other, more traditional ticket management systems, as Intercom has taken a more innovative approach. After the initial learning curve, it is really easy to capitalize on the power of all the features available within the platform. Sometimes with new features you do have to go through the learning curve again, since they are building brand new innovations in the industry. The help resources are great, and the support team is always helpful if you do run into questions.

Integrations

We integrate with Stripe, Status Page, and Slack. Fin by Intercom is able to leverage data across these platforms to respond to customers and perform actions.

Alternatives Considered

Zendesk Suite and Forethought

In my experience, what Intercom has done with Fin by Intercom is far more innovative and forward thinking than other tools I've used. It's intuitive, easy, and they are always releasing new things to make Fin by Intercom even more powerful.

Key Insights

Do you think Fin by Intercom delivers good value for the price?

Yes

Are you happy with Fin by Intercom's feature set?

Yes

Did Fin by Intercom live up to sales and marketing promises?

Yes

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

Likelihood to Recommend

Fin by Intercom has been transformative for our organization and I would definitely recommend it. Fin by Intercom is well suited to handle volume related to FAQs, how tos, or things that are well documented in your resources. With careful steering and prompting, Fin by Intercom is good at performing tasks and can also take action-based inquiries off your team's plate. Fin by Intercom may not be well suited for high complexity cases using deep knowledge across many sources, or high value interactions where a human touch enhances the experience.

Comments

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Fin by Intercom - Definitely Recommended