Item: Fin by Intercom
Rating: 10
Author: Chelsea Kharakozova

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

I use Intercom in my capacity as a product manager. I rely on the Proactive messaging features to deliver timely feature announcements, product guidance and feature updates. I also use their survey feature to conduct rapid sentiment analysis. I write help center articles from the Knowledge hub and communicate directly with our sales team or customers via Help Desk to address product-related issues. Intercom makes it easy to stay close to the customer, an essential function for a PM.

Pros and Cons

Pros

In-app communication: I can deploy tours, banners, checklists, tooltips, posts, and surveys in a matter of minutes.
Knowledge Hub: I can write and publish a help article that can then be used to train the Fin AI agent to deliver accurate answers to our customers.
Communicating in context with service/sales agents and customers: the Help Desk makes it simple for sales and service agents to pull me into a conversation with a customer to resolve product-related issues.

Cons

I'd love to have A/B testing options on all of the Proactive Support message types, not just some.
Knowledge and Help Center - these could work better together or be collapsed into one thing.
I'd love to be able to instrument event triggers in Proactive Support without engineering support. We aren't using them now because of scant engineering resources, but these could be so powerful.

Return on Investment

Faster customer onboarding
Increased feature awareness, adoption and engagement
Greater customer satisfaction

Usability

Intercom is one of the easiest sites to use, which is saying something considering its complexity. Everything from the filters and menus to the proactive support UI where I design messaging is easy to use. Plentiful tool tips mean that I can self-service most of the time I have questions, but everything is just intuitively laid out. And when they do make UI changes, they are well communicated and not a surprise.

Integrations

We use Intercom with Jira and Confluence. It makes it really simple and seamless for the service team to create bug tickets that go directly into our Jira workflow for engineers to see immediately. No more back and forth in Slack. And we train Fin AI on our Confluence documentation to provide high quality responses to customer inquiries.

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

Slack, Heap, Asana, Atlassian Confluence

Likelihood to Recommend

Intercom is phenomenal for connecting with customers quickly and elegantly. It is also highly effective at leveraging AI to "learn" from help articles to provide precise answers to customers who chat it. This saves me, a product manager, a lot of time answering individual questions from sales and service team members.

For deeper analysis of customer behavior, Intercom is not my preferred tool.

Fin by Intercom Feature Ratings

Comments

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Intercom Supports Product Managers