Item: Fin by Intercom
Rating: 8
Author: Verified User

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

It currently triages our tickets from customers and attempts to help them find the answer prior to them being passed on to the support team.

Pros and Cons

Pros

integrates seamlessly with our systems, particularly with Notion and Slack.
I find the Copilot feature especially useful for facilitating natural communication and quickly providing customers with accurate answers.

Cons

difficult to get Fin by Intercom to function effectively for our business.
Teaching it to answer specific customer questions is quite a challenge, requiring daily adjustments to better understand our product and customers.
the process of setting up and shaping Fin by Intercom is very time-consuming and tedious, involving a considerable learning curve.

Return on Investment

Reduced response resolution times
Enables our staff to find answers and content very quickly for customers

Fin by Intercom is challenging to effectively use for our business. Teaching it to answer specific customer questions requires daily adjustments to better understand our product and customers. Setting up and shaping Fin by Intercom is time-consuming and tedious, with a significant learning curve. The onboarding experience could be improved with comprehensive guides or step-by-step tutorials to help new users integrate and customize Fin by Intercom effectively.

Integrations

Very well! Appreciate it's ability to integrate with Notion and our knowledgebase!

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?

Would you buy Fin by Intercom again?

Yes

Other Software Used

Slack, Shortcut, Notion

Likelihood to Recommend

It does a good job when the requests or questions have been specifically scripted and the conversation is predicable. It does not do a good job on any specific or pointed questions for the customer. It isn't able to adapt and apply the knowledge it has to scenarios it hasn't encountered prior to the customer reaching out.

Comments

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Kateryna Kharytonova
(Vendor Representative) commented 4 months ago
Thanks so much for sharing this feedback - its really helpful. Were currently creating new content to make setup and optimization much easier. For now the Fin Academy is a great place to start. It walks through every step of setup with clear practical tutorials for Fin: https://academy.fin.ai/. This section in particular might help: https://academy.fin.ai/page/analyze-train-test-deploy

Great product could use help with implementation customization