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

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

Fin helps us a lot in communicating with users, it reduces direct communication between users and customer support, thus saving manpower for uncomplicated and common issues and making our business more efficient. Fin answers questions faster than a human, which makes communication for users faster and more efficient, while the information it provides is drawn from reliable sources and in most cases answers questions accurately.

Pros and Cons

Pros

answers questions quickly
analyzes kb content and improves it
gives good ideas for new kb articles

Cons

incorrect self-conclusion about information that are already explaned
content that he wants to correct in existing articles so that they are not just differently described and constructed sentences
that for new articles in the kb database, he gives more information that he has collected from conversations that do not already exist in some articles, so that we do not repeat the same things

Return on Investment

reduced response times
much higher customer satisfaction
fewer employees needed

Usability

Fin gives me a lot of help in my work. its rating is 9 only because there is still room for improvement. the reasons why I gave such a high rating are: it is easy to use, intuitively I can easily find my way around, the answers are fast and mostly correct, I don't have to study and train in order to be able to use it.

Integrations

my organization does not use integrations with Fin.

Alternatives Considered

we didn't use anything before Fin.

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

Atlassian Jira, Notion, Insightful

Likelihood to Recommend

Fin is a good tool in situations where support is very busy. By very busy I mean that users are calling customer support in large numbers for help. To help employees avoid answering some simple questions, sorting with Fin is a great thing. Fin can improve suggestions for articles where it just describes a sentence that has already been written.

Comments

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