Item: Fin by Intercom
Rating: 8
Author: Verified User

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

Fin by Intercom has done a brilliant job of integrating with our workflows. It has quickly understood lots of the nuances of our business. We regularly review large volumes of the conversations, and Fin by Intercom is consistently scoring highly on accuracy of information and adherence to the guidance we have provided.

It's also helpful in learning how to best utilise intercom itself.

Pros and Cons

Pros

Really easy to track what information it used to decide on an answer
Adheres to our tutoring guidance
Understands how to collect the relevant information for our team before passing it over

Cons

We're struggling with a big problem where the messenger box is blank for many of our customers, and our outbound messaging doesn't seem to be working
The organisation of the knowledge could be a bit more intuitive to navigate and give better options for viewing folders

Return on Investment

This sits with our Ops/revenue team really. I know we're saving up to £5k in freelance hours on our busiest months.

Usability

I've used it for 5+ years so feel like I'm just very used to the platform. It's tough to articulate exactly why, but I've always felt it to be very intuitive and have also always loved the keyboard shortcuts

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?

Yes

Would you buy Fin by Intercom again?

Yes

Other Software Used

Playvox, Slack, Google Drive

Likelihood to Recommend

Sometimes the conversation will go round in circles for a customer, especially in a tutoring context where a students might not fully understand a concept and know how to engage with a bot on that topic. In which case a human conversation is better.

Fin by Intercom is brilliant at sharing definitions, breaking things down for customers and giving them step by step guidance.

Comments

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Fin by Intercom in our CX team