Fin by Intercom

Score8.5 out of 10

791 Reviews and Ratings

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

Screenshot of Fin, delivering conversational support experience to customers.

Screenshot of where to monitor, analyze, and optimize Fin by spotting trends, filling content gaps, and fixing quality issues topic by topic.

Screenshot of where to customize Fin's tone of voice, teach it support knowledge and policies, and configure how it handles complex tasks in over 45 languages.

Screenshot of where to test answers, review the sources and settings that shape them, and get tailored recommendations to optimize performance.

Screenshot of Fin, as it appears across email and live chat to phone, SMS, and social. Fin can answer any question, across any channel, any time.

1 / 5

Screenshot of Fin, delivering conversational support experience to customers.

#1 most frequent

Information

42.9%

39 installations of 91

“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.”
— Customer Success Manager, Sunwise (11-50 employees)

#2 most frequent

Professional, Scientific, and Technical Services

15.4%

14 installations of 91

“Intercom is currently our main ticketing system. It's our centralized location to start and receive customer inquiries.”
— Customer Success, ManageXR (11-50 employees)

#3 most frequent

Finance and Insurance

8.8%

8 installations of 91

Liz Myers View profile

Director of Success in Customer Service at InstantNonprofit (1-10 employees employees)

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

Ollie Volkovska View profile

Head of Customer Support & Account Management in Customer Service at Instantly.ai (51-200 employees employees)

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

Eric Barker

Director of Technical Support in Customer Service at Revver (51-200 employees employees)

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

Anca Armasu

Chief of Staff in Customer Service at Drivana (11-50 employees employees)

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

Muziwabo Sithole

Consultant in Corporate at Standard Bank (10,001+ employees employees)

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

Zendesk Suite

Freshdesk

Salesforce Service Cloud

Front

HubSpot Service Hub

Fin by Intercom

What is Fin by Intercom?

Categories & Use Cases

Media

Most Frequent Users

Information

Professional, Scientific, and Technical Services

Finance and Insurance

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

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