Item: Fin by Intercom
Rating: 9
Author: Anca Armasu

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

At [...] we use Fin by Intercom to respond to the most frequent questions from interested users, during and outside the office hours. We have fed Fin by Intercom with our Knowledge Center, a collection of articles that describe and details our Policies and Processes, for our entire community of Hosts and Guests.

Pros and Cons

Pros

Instantly respond users questions based on previous fed knowledge
Filter users that need human attention
adress frequent asked questions in a personalized way
solve recurrent users requests

Cons

learning curve is steep
automatical identification of problems with resolutions (is available, but you have to search for it)
insights generation about your improvement areas in support

Return on Investment

Reduced response times
greater customer satisfaction
better resolution times

Usability

It needs a big learning curve, it's useful, but you need to know how to set it up to use it best. It requires quite a lot of monitoring at first, in order to detect issues and reconfigure it in terms of knowledge. I feel A is useful, but you need to specifically instruct it to divert some type of questions to human agents, especially if you have a complex business.

Integrations

My experience is that is not integrating easily. With no code it's quite difficult to do most of the things. When you have a code website, you need still to configure very detailed events in order to trigger automated flows. Some other tools are easier to integrate, but they are pricey and may deter you to do so (for example, integration with WhatsApp).

Key Insights

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

Not sure

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of Fin by Intercom go as expected?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Other Software Used

OneSignal, Metabase, ClickUp

Likelihood to Recommend

If you have accurate and updated articles, it's a good use. Don't overlap information in articles, otherwise it could loose accuracy in answers. You need to study quite a lot to get advantage of the things it can do. I would say it's for a more mature organization, not one that is just starting the business.

Comments

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Good option fo support AI and FAQs