Item: Fin by Intercom
Rating: 8
Author: Steve Flynn

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

We use Intercom mostly for chat support. Our support team answers customer questions through the chat feature. We have also adopted Fin, which has done a good job handling simple to intermediate customer questions. Our Customer Success team uses it for automated proactive outreach when new customers join. Our product team uses the survey feature to collect feedback.

Pros and Cons

Pros

AI Chat Support.
Email automation through series.
Storing product knowledge and help articles.

Cons

Account based segmentation.
Date range filters.
Product Tours.

Return on Investment

NPS
CSAT

Usability

The support inbox is easy to use, but the more advanced features can be very confusing, and the support team isn't great at answering questions or providing guidance for your specific account.

Integrations

We have it integrated into our app, Salesforce, and Calendly. It would be nice if the Calendly integration offered more flexibility for what can and can't be booked through the Intercom messenger.

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?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Likelihood to Recommend

Intercom is great as a customer support tool. However, it could improve as a CS platform if more features were added that follow the customer journey from implementation through renewal.

Fin by Intercom Feature Ratings

Comments

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Intercom for Customer Success & Support.