Item: Fin by Intercom
Rating: 10
Author: Noam Ben Harush Shani

Overall Satisfaction with Fin by Intercom

Use Cases and Deployment Scope

Intercom is how we manage all of our written customer and partner connections and a whole lot of our marketing (both promotional and operational) messages.
Intercom single-handedly changed how our company operates and enabled us to reach more people, serve our customers and partners way better and expand our functions in a way that wasn't possible before.

Pros and Cons

Pros

Automation
Customer Support
Outbound messages
AI & Knowledge management

Cons

RTL Language support
CRM managememt
Hebrew support

Return on Investment

Increased CSAT
Better agent onboarding
Reduced FRT
Reduced AHT

Usability

I'll speak for support teams - for the common user, Intercom is super easy to grasp and get started with. The UI is mostly minimal and navigation is simple - allowing the user to find their way around and act on the relevant details. I do wish admins could set up a default view for agents, based on role or something similar since right now agents need to set up the workspace themselves

Integrations

Our biggest and most commonly used integration is with SalesForces. The integration itself is very simple to set up and change, although rather basic. We wish the integration with TalkDesk would've been better, too - but that may be on their side and not Intercom's necessarily. Our internal systems, with the help of our dev team have been better integrated into Intercom and send data about the users for us to use in automation. There's more for us to integrate and enable Intercom still.

Alternatives Considered

Zendesk Chat and LiveChat

LiveChat was our previous solution and was so bad for us that we decided to switch - the functionalities are so basic and/or requires dev support for everything, that it was hard to maintain.
Zendesk was not a flexible enough system for us and the LiveChat support was not good enough - it was mostly a ticketing system that did not meet our needs for real-time support

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

Other Software Used

Zapier, Google Sheets

Likelihood to Recommend

Intercom has allowed us to automate so many processes that were previously manual and tedious. For example - our Partner-facing chatbots used to be just one with our previous systems. That didn't allow us to personalize the experience for each one of our unique partners and their conditions. Now we can display on the correct, relevant information and options based on a whole bunch of things - who's speaking with us, where are they, what platform are they using etc.

Fin by Intercom Feature Ratings

Comments

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