Overall, there's a huge potential in Fin by Intercom - the quality of conversations is great and the basic setup is easy and quick. You'd need more time if you want to build a more complex solution or launch Fin by Intercom across different journeys. The resolution rate is also great - around 70% within the first few months. A few limitations around messenger itself - can't change widget position on mobile phone, not a lot of customisation options which limits a lot of potential testing for product experience
Pros
conversations
product quality
UX
Cons
messenger customisation
workflow customisation options
Likelihood to Recommend
great for CS scaling
VU
Verified User
Manager in Customer Service (Consumer Services company, 201-500 employees)
We've used Fin by Intercom for my previous and current companies, and it has ups and downs. It can be very useful and efficient when "fed" the correct information, but sometimes, it mixes up data and needs to be rewired. It may hasten agents' response rates since it practically composes its own answers, but that may be a downside to agents' learning curve. Overall, I'd still give it a 9/10 because chat volume has decreased since Fin by Intercom has been addressing almost all cases, and agents can focus on more complicated issues.
Pros
Efficiently addresses simple questions
Incorporates Help pages and other useful links to users
Simplifies complicated and long statements
Cons
Mixes up information
Repetitive answers
No direction/loop
Likelihood to Recommend
In addition to direct answers to users, Fin by Intercom provides links and information to agents, making the experience for everyone seamless. It encourages users to be independent (self-service options).
VU
Verified User
Analyst in Customer Service (Consumer Services company, 201-500 employees)
We currently use Fin for overnight support as we are not a 24-hour operation. While we truly believe in the impact of human customer support for our customers, given the nature of our platform, we aren't in a position to support 24/7 service by those pirates! We also utilize Fin to support periods of inclement volume and seasonality - targeting the 'low hanging fruit' questions our customers reach out to us about. This enables us to maintain effective resource management and avoid saturation during other times of the year where support volume is lower.
Pros
The ability to control who and where Fin engages through Workflows.
It can be a one-size-fits-all for your volume, or you can control the audience/topics that Fin will be active in.
Pricing is negotiable, and while you contract to a minimum, there aren't severe penalties for overages.
Cons
Intercom is currently working on version 2 of its infrastructure for knowledge sourcing in finance. We invest a significant amount in our human agents' onboarding and continued education - and we need to capitalize on that within Fin, rather than only sourcing from the Help Center and Snippets. This work is underway.
Likelihood to Recommend
While Fin is an awesome investment, the setup and tuning of responses to meet brand alignment and delivery have taken some time. If you prioritize not just resolution rate and accuracy, but style and delivery, it's a bigger lift. However, for the vast majority of businesses, the step and its impact on resource management are a worthy investment.
VU
Verified User
Executive in Customer Service (Consumer Services company, 51-200 employees)
Intercom is used on our website as a search engine for content and as a chat bot that answers real time questions instantaneously. We also have a number of workflows and automations we have built that flow seamlessly within Intercom. Intercom allows us to use automations and AI to assist website visitors, and limit the need for 24/7 monitoring from employees.
Pros
AI FIN chat bot searches our content and provides accurate answers instantly.
Workflows/automations are easy to build and powerfully deployed.
In-box is easy to navigate and resolve customer inquiries.
Reporting is easily accessible and provides valuable insights.
Customer service is top-notch. I get amazing service whenever and however I need it!
Cons
More flexibility/customization with FIN would be beneficial.
AI sometimes makes up answers - would like to see this improved.
It would be nice to have the option of test driving certain features - maybe a free trial.
Likelihood to Recommend
Intercom is well suited for assisting website visitors in finding immediate answers when they need it. Intercom allows you to have an engaging customer service platform at the fraction of the cost of live support. It does appear to be more tailored to sales driven companies, but is easily customizable for those with a different focus.
We use Intercom to handle customer service inquires, work review, and general ticketing. We also have it on our website for potential new client inquires as well as the AI bot set to answer frequently asked questions. This helps us keep our tickets from clients in an organized way to prevent things from getting lost. We also are also to take this data and keep track of customer interactions and our teams response time.
Pros
Automating general responses to FAQ
Organizing customer support tickets
Tracking response time for tickets
Cons
The onboarding was a bit confusing and took some time
Some of the automated responses feel unnatural
Attachments don't always work or send
Likelihood to Recommend
If you are dealing with a large number of customer inquiries, this is a great solution to provide your customers with a great experience as well as keeping things organized and neat for your teams. This also helps you keep track of your team's performance in relation to customer inquiries.
VU
Verified User
Program Manager in Customer Service (Consumer Services company, 1-10 employees)
We use Intercom to help our experts answer the tickets routed to them. With the help of Intercom, they can ask us for assistance if they can't find an answer or don't know how to handle the ticket. It's being used for multiple cases, such as payment, metrics, and general inquiries.
Pros
I love the user interface; it's easy to understand.
When there's an outage, they have a page where you can see the update.
The reporting is invaluable in getting insights into our activities.
Cons
It would be nice if we could upload a sound effect that we would like to use.
Having a like to the ticket given by the expert for easier access.
Being able to change font style. It is said that Comic Sans helps people enjoy reading.
Likelihood to Recommend
I would say that the Intercom is best suited for chat services. It can cater to multiple chats at the same time. It can be real-time, or it can be an email ticket. If you're fond of organized reporting, using Intercom or having it integrated into your tools would be best.
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
Automation
Customer Support
Outbound messages
AI & Knowledge management
Cons
RTL Language support
CRM managememt
Hebrew support
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.
We use Intercome to provide customer support for our customers. We address many customer problems regarding our product. For the most part, we provide information about our products and sometimes technical support. Our goal is to keep customers happy, and help them solve their problems as quickly and as effectively as possible.
Pros
Easy to understand UI
Many different features that add convince to our work, like leaving notes for example.
Everything is working quickly and efficiently without any bugs.
I really like that you can email people through Intercom, it's very convenient.
Cons
I think the most annoying part is when you need to change a team for a closed conversation, which results in opening the conversation again.
Sometimes, data about a person talking to you takes a lot of time to load.
Likelihood to Recommend
I think Intercom is great for customer support. It has all the necessary features to be the best. There was never a moment in my mind when I thought of an alternative to Intercom. I don't really know a situation where Intercom would be unsuitable. I will definitely recommend Intercom to everyone.
VU
Verified User
Representative in Customer Service (Consumer Services company, 11-50 employees)
At our company, we use Intercom to lend a hand to customers who encounter any hiccups while integrating our widgets onto their websites. It's a fantastic tool that allows us to swiftly tackle any issues they face, answer questions, and guide them through the process seamlessly. Our main goal is to ensure that using our widgets is a breeze for them, making their web experience smooth and hassle-free!
Pros
Technical Glitches
General Support and Guidance:
Cons
Enhanced Multilingual Support
Integration Challenges
Likelihood to Recommend
Providing immediate assistance to customers. For instance, when a user encounters an issue while navigating a website or using an app, Intercom's live chat feature enables instant communication, allowing support agents to address problems swiftly and guide users in real-time. Delivering tailored messages and personalized interactions. Intercom facilitates gathering feedback from users at various touch points.
VU
Verified User
Engineer in Customer Service (Consumer Services company, 51-200 employees)
We use it to interact with customers. It helps us to keep up to date with response times. Every colleague in the business uses this. Only thing it needs is auto correct ! Everyone in the business wants this feature. Very small ask i think and would speed up response times.
Pros
You can mention a colleague in an email if you need advice etc
can set up several email pots/ views
The dashboard is very handy for figures.
Cons
Auto correct ! that is my only ask
Likelihood to Recommend
Very good for businesses and keeping track of communications
VU
Verified User
Employee in Customer Service (Consumer Services company, 1001-5000 employees)
