#1 most frequent
United States of America
56.9%62 installations of 109
What is Fin by Intercom?
Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.
Categories & Use Cases
Media
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Screenshot of Fin, delivering conversational support experience to customers.
Who Buys & Uses Fin by Intercom
#1 most frequent
Information
41.0%41 installations of 100
“We use Intercom mainly for customer support, we used to dedicate a lot of time answering basic questions but thanks to Intercom's Fin we can give more efficient answers to our clients specially for advanced questions.”
#2 most frequent
Professional, Scientific, and Technical Services
19.0%19 installations of 100
“Intercom is currently our main ticketing system. It's our centralized location to start and receive customer inquiries.”
#3 most frequent
Finance and Insurance
8.0%8 installations of 100
#2 most frequent
Canada
13.8%15 installations of 109
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
7.3%8 installations of 109
Pros
- Intuitive user interface and user experience
- Powerful and easy-to-deploy workflows and automation features
- Effective Fin AI chatbot for resolving basic to intermediate inquiries
Cons
- Limited reporting and analytics capabilities, lacking customization and export options
- Fin AI learning, flexibility, and ability to handle diverse input types need improvement
- Challenges with user and customer segmentation, especially in B2B contexts
Just pull the trigger already
Use Cases and Deployment Scope
We implemented Fin/Intercom originally only for email for our CS comms. It has expanded to also our leads, chatbot, HelpCenter, etc. We struggled with a single platform for communication across all these different platforms, and amongst multiple staff members/departments. Intercom has helped solve all of that. Then, when we wanted to work on AI use to expand our workforce without a financial burden on our company, we implemented Fin.
Pros
- Identify issues a customer/lead has
- Link HelpCenter articles to help customers find answers
- Incredible reporting features
Cons
- Pricing is expensive and dynamic, but I will say it's similar to an hourly staff member. You have to not think of it as a one-time flat-rate purchase. It is like having a real employee (although, fraction of the price!)
Return on Investment
- Increased customer satisfaction - currently at 100% for the last 6 months
- Time (and thus money) savings of human hours
- New roles - AI/training/HelpCenter specialist
Usability
Alternatives Considered
Hiver
Fin by Intercom A Game-Changer for High-Volume Support
Use Cases and Deployment Scope
We are very happy with Fin by Intercom. We are dealing with around 25k of chats per month and even though we have a big support team - Fin by Intercom helps us significantly with closing 70% of chats per month. It means that Fin by Intercom handles 70% of chats on its own without human interaction. Of course, to get such results, you need to dedicate a special team to train Fin by Intercom and update snippets. But the result is amazing and we are happy with all the effort we put into it!
Pros
- Gives understanding that customer's issue being checked
- Promptly analyzing the details of customer's question
- Following up with personalized recommendations
Cons
- For example, we can't filter snippets to understand which are no longer relevant. It will be great to be able to filter them by topic, at least, and not to manually go through 2000+ of them.
Return on Investment
- Reduced response and resolution times
- New role opportunities created for the team
- Greater customer satisfaction
Usability
Other Software Used
Slab Knowledge Base, Slack, Klaus
Fin has really helped us level up our Technical Services Team
Use Cases and Deployment Scope
Fin is used to help deflect the amount of chats our agents get and we use it in every interaction. It helps us to take care of customers faster and allows us to try and help them faster than a human agent can take care of them. We have gone from a 32% deflection to over 56% in the past year and it is allowing our live agents the time to create more articles to inform Fin better and get that resolution even higher.
Pros
- Quick
- Efficient
- Always Learning
- Gives some really good suggestions on how to improve content
Cons
- Would love to see help on creating articles with AI
Return on Investment
- Allowed us to handle more interactions with less people
- Allowed live agents more time to create better content and improve the content we already had
- Helped us improve our SLAs by 10%
Usability
Other Software Used
Salesforce CMS, Microsoft 365
Good option fo support AI and FAQs
Use Cases and Deployment Scope
At [...] we use Fin by Intercom to respond to the most frequent questions from interested users, during and outside the office hours. We have fed Fin by Intercom with our Knowledge Center, a collection of articles that describe and details our Policies and Processes, for our entire community of Hosts and Guests.
Pros
- Instantly respond users questions based on previous fed knowledge
- Filter users that need human attention
- adress frequent asked questions in a personalized way
- solve recurrent users requests
Cons
- learning curve is steep
- automatical identification of problems with resolutions (is available, but you have to search for it)
- insights generation about your improvement areas in support
Return on Investment
- Reduced response times
- greater customer satisfaction
- better resolution times
Usability
Other Software Used
OneSignal, Metabase, ClickUp
Intercom Review
Use Cases and Deployment Scope
We use Intercom as our centralized mode of communication in our department which gave us an easier way to store and retrieve important information. To us its more of a well organized digital filing system because we are paperless so we also rely on it when we get audited.
Pros
- The search function makes it it to find archives.
- We can create personalized folders for easy tracking.
- The chat function is great.
- The lay out of the dashboard is user friendly.
Cons
- When sending emails with attachments from Intercom the attachment will reach our clients as a link than an attachment which makes it harder for them to know there is an attachment if we do not mention it to them.
- Still some room to improve and maintain the original format of email we receive and send out to clients.
- Introduce an option to recall an email.
Return on Investment
- What I really like about Intercom is that our clients can send us WhatsApp's and our support team can assist the client from the Intercom platform.
- I can tell that Intercom is a real time system with little to no delays because clients are always impressed without quick response done via Intercom.
- The system is secure which is important for business.
Usability
Alternatives Considered
Salesforce Inbox
Other Software Used
Microsoft Teams, Salesforce CMS, SAP Business ByDesign
