#1 most frequent
Information
43.1%25 installations of 58
“Its used for customer service and onboarding with existing and new customers, as well as to communicate new features or share tutorials.”
Top industries
Based on 58 HG Insights installations.
Information Community Insights for Fin by Intercom
Based on 7 verified reviews from Information.
Overview
Synthesised from 7 reviews
This analysis reflects the experiences of 7 reviewers in the Information industry using Intercom. These users, likely supporting B2B and B2C SaaS platforms, heavily utilize Intercom for customer support and increasingly leverage its automation capabilities to streamline workflows. Given the fast-paced nature and high-volume support needs common in the Information sector, efficiency and rapid response times are paramount. The reviews suggest Intercom is well-received for managing customer interactions and automating routine tasks, though the small sample size warrants cautious interpretation.
Pros
- The dominant use case for Intercom among Information industry reviewers is customer support (6 of 7 reviewers). This focus reflects the critical need for efficient communication and issue resolution in the Information sector, where downtime or usability problems can quickly impact revenue and user satisfaction. Intercom's ability to centralize support interactions and provide a single point of contact aligns well with the demands of managing customer relationships in this industry.
- Intercom's automation features, including Fin AI and automated workflows, are increasingly valuable for Information companies (4 of 7 reviewers). These capabilities address the need to handle a high volume of repetitive inquiries efficiently. By automating responses to common questions and triaging support queues, Intercom helps Information teams free up resources for more complex issues, improving overall support effectiveness and reducing response times.
Intercom is designed to easily integrate with other tools in your tech stack. How does your organization use Intercom alongside other tools, if at all?
Summary
This analysis focuses on Intercom reviews from a small sample of 6 users in the Information industry. These users often require seamless integration with existing CRM, marketing automation, and development tools to maintain efficient workflows and data consistency across their tech stacks. The reviews suggest a mixed experience regarding Intercom's integration capabilities, with a notable emphasis on the need for robust and native integrations with platforms commonly used in the Information sector. The ability to connect customer interactions with product development cycles and marketing efforts appears to be a key consideration for these users.
Related topics
Top Quotes
Integrations with other tools
“We have an active integration with Linear, the platform we use for product/engineering/development activities. It's a fairly useful integration, which makes our lives easier in terms of managing customer tickets that require escalation to the development team.”
Describe how you use Intercom in your organization. What are the business problems the product addresses and what is the scope of your use case?
Summary
This analysis reflects the experiences of 7 reviewers in the Information industry using Intercom. These users, likely supporting B2B and B2C SaaS platforms, heavily utilize Intercom for customer support and increasingly leverage its automation capabilities to streamline workflows. Given the fast-paced nature and high-volume support needs common in the Information sector, efficiency and rapid response times are paramount. The reviews suggest Intercom is well-received for managing customer interactions and automating routine tasks, though the small sample size warrants cautious interpretation.
Related topics
Top Quotes
Customer Support
“Its used for customer service and onboarding with existing and new customers, as well as to communicate new features or share tutorials.”
Automation Features
“We also use Intercom's Fin AI and automated workflows to streamline our responses further.”
Reviews
Information
Fin by Intercom has been an absolute game changer for our SaaS
Rating: 10 out of 10
IncentivizedUse 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
Likelihood to Recommend
Fin by Intercom is very well suited to answer any front-line customer questions via multiple channels such as chat, email, phone and text. Fin by Intercom is however less appropriate for answering to higher-level connections or communication, such as business partners, exclusive customers, and cases where human interaction is expected.
Vetted Review
3 years of experience
Fin by Intercom - A must addition to your Customer Service team
Rating: 9 out of 10
IncentivizedPros
- Provide answers to Billing queries
- Provide resolutions to most common requests
- Ticket triaging
Cons
- Better sourcing. Making sure that it checks previous cases in more details
- Better human behavior when it comes to communication and providing information
- Better Score Analysis. The current CX Score feature is pretty basic
Likelihood to Recommend
We are at 45 % resolution rate which provides us with the opportunity to dedicate time to our techs for upskilling or focus on the most complicated issues.
Vetted Review
6 years of experience
Customer Support Review.
Rating: 9 out of 10
IncentivizedUse Cases and Deployment Scope
We use FIN to assist the support team in retrieving resources more efficiently, rather than specialists having to dig and search through sources of information.
Pros
- Composes the information in a manner than can be used to answer the customer's question.
- Links to the resource where the information was found.
- Links to previous conversations that could be relevant to the information needed.
Cons
- It would retrieve information that is incorrect.
- Slow to provide an answer.
- Sometimes, unable to provide an answer.
Likelihood to Recommend
Fin is great for aiding the specialist in finding the correct information for a question provided by the customer. With its ability to link previous messages, it provides the user with a paper trail to look up the answer and also see what their colleague has done to resolve the issue. Additionally, by gathering that information, if the user encounters the same issue in the future, they can refer to their previous conversations and utilize the same information to resolve the issue.
Vetted Review
1 year of experience
Intercom improved the productivity of all the customer support department
Rating: 8 out of 10
IncentivizedUse Cases and Deployment Scope
all the support requests, billing request and our platform tour we managed through Intercom. Forest Admin is an admin panel that allows clients to improve their ops in their daily tasks, therefore, Intercom help us to respond to all matters regarding support L1 or Level 2 (if it is very techncial) and getting reports more accurate about the type of support/ average time in a ticket, etc
Pros
- csat
- translate from french to english
Cons
- If Fin sees a similar request arriving multiple times, to propose a macro or something like that
Likelihood to Recommend
CSAT survey is very great with FIN, translations i french but other languages could improve
Vetted Review
1 year of experience
Love Fin
Rating: 7 out of 10
IncentivizedUse Cases and Deployment Scope
Fin helps answer many questions that the support team would otherwise have to answer. This saves us time and energy and allows for us to spend more time on complex customer issues. Fin answers our customers questions and we are also able to ask Fin questions. This helps save us time so that we don't have to go searching for the answers through multiple channels.
Pros
- Answer basic questions
- Routes to correct teams
- Pulls answers together from multiple sources
Cons
- Can't answer complex solutions
- Can't auto close certain conversations
- Doesn't always interrupt the questions correctly
Likelihood to Recommend
Fin offers great assistance when you already have internal articles built out. It can pull from articles as well as allows you to create snippets and custom answers. If someone has a large internal knowledge base then Fin is great. If someone were to have very specific, complex questions then I don't believe Fin would be best suited for a business like that.
Vetted Review
2 years of experience
Helpful Fin by Intercom
Rating: 6 out of 10
IncentivizedUse Cases and Deployment Scope
We use chat/mail support, with about ~20-25k cases/year. Fin by Intercom tries to solve basic problem with installation/use case of our products
Pros
- Basic questions about our services
- basic installation queries
Cons
- Sending screenshots/attachments
- better learning from wrong and correct answers (without manually adjusting it)
Likelihood to Recommend
It's ok for basic queries (I can't install my product), though gets easily lost once case gets slightly more complicated
Vetted Review
2 years of experience
Fin by Intercom A Game-Changer for High-Volume Support
Rating: 10 out of 10
IncentivizedUse 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.
Likelihood to Recommend
High-volume repetitive inquiries, support knowledge base integration, out-of-hours or 24/7 coverage, scalable support during launches or releases.
Fin by Intercom - Definitely Recommended
Rating: 10 out of 10
IncentivizedUse Cases and Deployment Scope
We use Fin by Intercom to answer all support inbounds from our users before passing to the team as necessary. We have a vast user base which contributes to a large volume of support conversations, so adding Fin by Intercom at the start helps our users get instant answers, and reduces volume passed to our team, giving them the time to spend on more complex or high value interactions. We also use Fin by Intercom to perform actions, leveraging Fin by Intercom Tasks and Custom Answers to solve inquiries that would have historically required human support.
Pros
- Resolving FAQ and how to inquiries
- Providing instant and accurate answers
- Suggesting improved and new content to increase Fin by Intercom's efficacy
Cons
- Customizing Fin by Intercom's escalation paths could be easier (ex. if there are some inquiries we don't want passed to the human team)
- Reporting on conversations handled to completion by Fin by Intercom (not just those that are marked as "resolved")
- It would be helpful to be able to indicate to Fin by Intercom when an answer is wrong, or train it on things that it shouldn't do (not only what it should do)
Likelihood to Recommend
Fin by Intercom has been transformative for our organization and I would definitely recommend it. Fin by Intercom is well suited to handle volume related to FAQs, how tos, or things that are well documented in your resources. With careful steering and prompting, Fin by Intercom is good at performing tasks and can also take action-based inquiries off your team's plate. Fin by Intercom may not be well suited for high complexity cases using deep knowledge across many sources, or high value interactions where a human touch enhances the experience.
Vetted Review
2 years of experience
Fin has really helped us level up our Technical Services Team
Rating: 10 out of 10
IncentivizedUse 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
Likelihood to Recommend
I think that Fin is well suited in any environment. They are always innovating and finding ways to make it better. The insights they are providing as well on how Fin is doing allows us to fine tune it almost every day. I think any company could find ways to incorporate Fin and if they do they will see a pretty dramatic improvement in how they take care of their customers.
EB
Eric Barker
Director of Technical Support in Customer Service at Revver (Computer Software, 51-200 employees)
Vetted Review
11 years of experience
Time saver
Rating: 8 out of 10
IncentivizedUse Cases and Deployment Scope
Occasionally a user would reach out to us outside of our operating business hours and we'd respond the following day. With Fin, we're able to triage users when they're ready and if escalation is needed, a representative can catch back up the following day.
Pros
- helps answer simple questions quickly without a rep
Cons
- more complex queries do require intervention from our end
Likelihood to Recommend
it's definitely a time saver for simple questions. when we get specific about a user's plan for example, it starts to fall off a bit.
Vetted Review
1 year of experience