Item: Fin by Intercom
Rating: 9
Author: Verified User

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

Initially, got Fin by Intercom to answer repetitive customer questions that didn't need to be handled by a person. But have since evolved it to tackle more complex - content specific questions from clients.

Pros and Cons

Pros

Gives good detail on answers
Understands the context really well
knowing how to guide people to correct areas of our products

Cons

Sometimes, for the complex questions, Fin by Intercom does try to fill in the gaps which can be misleading for the customer on rare occasions.
When training Fin by Intercom, I'd like to have a level of categorisation for the content, as our products are vastly different from each other. So more segmentation of the knowledge base would be helpful.

Return on Investment

Huge amount of time by our CS team to dedicate to other projects now the chat service deals with almost 90% of our queries.

Usability

I think this is where most improvement can be made. It's good but not great. Like I said before, you need to enable us to have better segmentation and categorisation of Fin by Intercom's knowledge base. (also not related to Fin by Intercom but for outbound messaging, I find the templates and customizability of them could be better).

Integrations

Not much integration outside of our website.

Alternatives Considered

Zendesk Chat

Zendesk isn't even in the same league (I last used zendesk in 2023)

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?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Likelihood to Recommend

Fin by Intercom is good for people to navigate and find content. He is also amazing at recommending content from our site to people.

For super complex questions, Fin by Intercom does the initial correct thing with navigating them to the right place, but can rarely make incorrect assumptions on what the customer is asking for.

Comments

Please log in to join the conversation

Fin by Intercom review