Fin by Intercom

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.

• 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

Hiver

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!

• Reduced response and resolution times
• New role opportunities created for the team
• Greater customer satisfaction

Slab Knowledge Base, Slack, Klaus

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.

• 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%

Salesforce CMS, Microsoft 365

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.

• Reduced response times
• greater customer satisfaction
• better resolution times

OneSignal, Metabase, ClickUp

Its used for customer service and onboarding with existing and new customers, as well as to communicate new features or share tutorials. It's very useful for collecting user usage data if there's any type of connection to your system, for example, the date of the last connection, and whether they logged in via the web or Android.

• better satisfation con clients
• find bottlenecks on support
• less need of a bigger team in soport with fin