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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.

Read more details.

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.

Who Buys & Uses Fin by Intercom

Fin by Intercom Reviews

What users are saying about Fin by Intercom.
View all Fin by Intercom reviews

Pros

  • Centralized customer support hub for managing inquiries via live chat and email.
  • Automation features (Fin AI) streamline responses and triage inquiries.
  • Reduces costs and increases ROI by decreasing the need for large support teams.

Cons

  • Integration with other platforms, particularly HubSpot, could be stronger and more direct.
  • Limited integration of Fin AI with other tools in some use cases.

Just pull the trigger already

Incentivized
Liz MyersView profile
Director of Success in Customer Service at InstantNonprofit (1-10 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

Good option fo support AI and FAQs

Incentivized
Anca Armasu
Chief of Staff in Customer Service at Drivana (11-50 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

Fin is a great investment.

Incentivized
Verified User
Executive in Customer Service (51-200 employees)

Use Cases and Deployment Scope

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.

Return on Investment

  • Reduction of headcount and staffing.
  • Overnight support.
  • Reduction to first response time.

Usability

Other Software Used

Slack, Notion, Tableau Cloud

Fin by Intercom has been an absolute game changer for our SaaS

Incentivized
Verified User
Employee in Product Management (11-50 employees)

Use Cases and Deployment Scope

We utilize Fin by Intercom as a front line agent for all customer messages we receive. Fin by Intercom has been able to resolve close to 80% of our inquiries as of recent data, and effectively provides meaningful solutions for our customers. Customers are delighted at the fact of being able to receive an almost-immediate response with an accurate solution to their issue, and effective troubleshooting if their query is more complex.

Pros

  • Troubleshooting
  • Problem identification
  • Reporting and analytics
  • Backend tasks

Cons

  • Content management
  • External integrations

Return on Investment

  • 80% reduction in our human conversation volume
  • Ability to move our skilled support staff to more meaningful positions, such as QA
  • Launch new features faster without having to worry about support overhead

Usability

Other Software Used

Linear App, Notion, Zapier

Competent solution for support.

Incentivized
Verified User
Employee in Customer Service (201-500 employees)

Use Cases and Deployment Scope

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.

Return on Investment

  • Scaling with speed.
  • Ease of use
  • Only few select new hires needed with Knowledge Management.

Usability

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