Item: Fin by Intercom
Rating: 7
Author: Verified User

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

We use Fin to deflect common inquiries and help users self-solve their issues. We also use Fin at checkout points to help field any questions from leads.

Pros and Cons

Pros

Fin is great at troubleshooting simple issues that users can easily self-solve
Fin provides great information about simple things like sales (how much off, how long the sale is for, etc.)

Cons

Fin gets stuck in loops all the time where it is telling the customer one thing but doing another. It will often tell the customer it has escalated the chat to our support team, but doesn't actually escalate it.
Fin is also very jumpy with its replies, sending huge troubleshooting steps for a variety of systems instead of prying for more specific info to target its replies.

Return on Investment

We have seen our agent CSAT go up as Fin has helped deflect a lot of the easy stuff and allows our agents to focus more on complex tickets.

Usability

Fin is pretty easy to use, but it's not as customizable as we'd like, especially if you use Intercom's pricey multi-brand feature.

Integrations

We have a linear and shopify integration, but Fin does not use either at the moment.

Alternatives Considered

We did evaluate proactive support for a while, but found that it likely wouldn't be worth the cost.

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

Fin is obviously a great tool for easy deflection, the low hanging fruit. More complex tickets still need an agent.

Comments

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Fin Review