Fins growing impact on our B2B SaaS platform

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

This year we've adopted Fin to handle roughly 50% of our Support chats, as well as using it in workflows to help qualify leads and route customers to the proper channel depending on their query.

We've also found the content suggestions + overall trends helpful for creating the best customer experience possible.

Pros and Cons

Pros

Distills technical answers into beginner-friendly guidance
Adjusts fast to changes in our documentation or processes
Adopts our brand tone + voice with minimal training

Cons

The content suggestions are helpful, but I think they overweight an influx of questions due to an outage, which is not applicable to 99% of our customers usage
I'd like more visibility into what content is the most used by Fin for answers, that would help improve + prioritize that content when changes are needed
Even more flexibility when applying to workflows would be useful
Expanded functionality for use in Slack would be extremely helpful

Return on Investment

Reduced response times
Lower headcount needed for Support team
Time savings on content updates

Usability

I generally find it straightforward and easy to use, but there are small quirks about how Intercom organizes settings and deployment of Fin and how that relates to Help Center content that I think would be confusing for a brand new user.

Integrations

Generally it integrates well, but there are some clear areas that Intercom does not want other knowledge bases to be available for Fin, which is annoying. We've found workarounds for that, but it would be ideal to connect our entire internal knowledge base via integration rather than manually transferring the critical information.

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?

I wasn't involved with the selection/purchase process

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

Other Software Used

Mixpanel, HubSpot Marketing Hub, Twilio Segment, Beamer, Asana

Likelihood to Recommend

If teams are consistently handling questions about the same 5-10 issues or topics, then Fin will be valuable. Deflecting those basic questions to let our team prioritize more advanced troubleshooting is very valuable. If you're in an industry that is hyper-sensitive to using a tool like this then I would be wary to implement.

Comments

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