Item: Fin by Intercom
Rating: 8
Author: Wendy Kentrop

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

We're using Fin by Intercom in our support department, to guide users faster to the right answer and department. As our product is scaling rapidly, individual human support is no longer sustainable. Plus, we're getting customers from all over the globe in different time zones, which Fin by Intercom would be able to cover better.

Pros and Cons

Pros

Rapidly finding answers based on previous conversations and our knowledge base.
Supplementing its knowledge based on our internal data, with external information that would help the user find their answer faster.
Understanding context and taking it into consideration in their answers.

Cons

We'd love for Fin by Intercom to be able to add images from our existing knowledge base.

Return on Investment

Increased first-response time
Faster resolution time
Cost and time saving for our support department

Usability

The guidance and usability is very intuitive. We're introducing and implementing Fin by Intercom slowly over time, and feel like there's a lot more to learn. But the current documentation available to us is extensive and well explained.

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

It is fantastic at comparing high amounts of data in lightning speed to get to the right answers to users, quickly. However, it needs some pass the conversation on to a human if the questions become too complex and involve potential bug reports.

Comments

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An incredible chatbot with a lot of options to improve it as you go