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Fin by Intercom

Score8.5 out of 10

791 Reviews and Ratings

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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.

Reviews

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

Just pull the trigger already

Incentivized
Liz MyersView 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

Fin by Intercom A Game-Changer for High-Volume Support

Incentivized
Ollie VolkovskaView 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

Fin has really helped us level up our Technical Services Team

Incentivized
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

Good option fo support AI and FAQs

Incentivized
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

No regrets on Intercom

Incentivized
Dulce Cándida Márquez CastroView profile
PM en Facturación in Product Management at CONTALINK (11-50 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • Fin Agent
  • Workflows
  • Help desk
  • SDK tools

Cons

  • Carrousels mobile
  • News
  • More sdk functions

Return on Investment

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

Usability

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