Item: Fin by Intercom
Rating: 10
Author: Andrew Fiebert

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

Fin by Intercom has allowed our team to take the documentation we already had and create and use it to reduce our chat volume. We went from 3 customer success people to 1 and have increased both the quality and responsiveness of our customer communication. Better than that, Intercom makes it very easy to see and understand what Fin is doing, so the team can relentlessly improve how it works. Plus, if Fin doesn't resolve a conversation, you don't pay for that convo, so our incentives are aligned.

Pros and Cons

Pros

Fin by Intercom crawls our entire site and blog to use what we've written to answer questions.
Fin by Intercom surfaces common conversations and questions to give us an area of attack.
There's really great reporting attached which helps us understand where Fin by Intercom is not working great so we can improve its responses.

Cons

I wish Fin by Intercom was able to take inbound sales conversations from email and respond to them automatically. Right now it's limited to chat type situations.
Fin by Intercom could be better at helping us get Issues into Github when bugs are reported, perhaps as partially crafting them for approval.

Return on Investment

Responses are quicker from the team so we close more sales
Support headcount is significantly reduced so we save and results are better
It has encouraged us to communicate more frequently with our customers because handling responses has become easy

Usability

It's actually pretty well designed/structured. We've been using it since the beginning, and it's come a long way. Team has no problem incrementally improving responses every week.

Integrations

We integrate with Stripe and send events from our backend to Intercom. Makes customer things super easy to work on in one place.

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's really great for Customer Success conversations and early sales conversations. Its ability to tie in various pieces of information from your site, FAQs, snippets, etc, really makes it easy to train.

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Easy ROI Decision for Customer Success