We use Fin both for the AI answering our customers questions via email and also every underlying function that are powered by Fin such as ticket categorization, sorting and analyzing incoming traffic.
Pros
Setting the categories and priorities of tickets.
Providing clear answers via AI
Cons
Management of multiple knowledge sources
The ability to "picka nd mix" between flows and tasks with our without involving Fin.
Likelihood to Recommend
If you stand before a build vs buy scenario and has a service that you are well documentet with, go for Fin! All the way. Killer plug-n-play AI.
VU
Verified User
Employee in Customer Service (Utilities company, 201-500 employees)
We use Fin by Intercom as our first line of defense for support. Fin by Intercom is the first interaction any user makes with our support team, and we love that it is able to resolve most of the simple questions or problems that our users contact support with. Fin by Intercom is great at solving questions about simple user setup as well as walking through more complex issues such as resolving errors.
Pros
Answering simple questions (i.e. how do I...)
Providing guidance on errors a user may be encountering
Reads images sent by users
Cons
We see AI hallucinations quite often
Fin by Intercom regularly says "i'll connect you to the support team" but never does
Fin by Intercom also says "the support team will do this for you" but never sends the chat to support and closes it out. The user never gets helped
Likelihood to Recommend
I have not been able to utilize Fin by Intercom over emails. This is simply because we have seen so much variance between Fin by Intercom killing it with a good answer or completely missing and providing an answer that came out of left field. Because I can't 100% trust that Fin by Intercom will be sending correct information, I haven't turned it on over email yet.
VU
Verified User
Manager in Customer Service (Renewables & Environment company, 11-50 employees)
I use it to support customers who cannot call in for help. I use it to help customers outside of working hours. I use it to assist other colleagues using Intercom and train them on the new Intercom interface.
Pros
Closing emails down quickly
Assigning emails out automatically
Using smart software to pick up common replies and using them by pressing #
Likelihood to Recommend
I have found it very useful especially using Intercom as a team in our team inbox. If you are on the new Intercom interface you see who is viewing what email and who is replying to what email. I have suggested others upgrade to the new style to make it easier when supporting customers.
VU
Verified User
Employee in Customer Service (Utilities company, 1001-5000 employees)
We're using Intercom to support our customers through chat and help guides. We also utilize Intercom to distribute email campaigns to target certain audiences.
Pros
Targeted Email Campaigns
Support Chat
Integration with Slack
Cons
Cleaner View with Support Chat
Clearer Explanation of Offerings with Subscription Level
Likelihood to Recommend
I like Intercom, however, I don't know much about other solutions similar to it, so I'm not sure how likely I would be to recommend it, not knowing what else is out there. I do enjoy that they have an app, it's pretty easy to use but there is somewhat of a learning curve before feeling comfortable with it.
