Having separate inboxes for different teams has greatly improved my day-to-day workflow. I’ve never used a CRM that took so little time to learn. Onboarding with Intercom and Fin just made sense to the organizational part of my brain. We were able to rename Fin to Poppy for our company’s use and train Poppy to answer questions that were already covered in our help center. When customers write in looking for an answer, they’re prompted to choose whether they’d like to speak to a human or try the AI. More and more people are choosing the AI option, which has helped improve our CS team’s workflow and give them more time to investigate the bigger issues our users may face. I also noticed there are several integrations available, including Slack through Zapier. I haven’t had the chance to use that yet, but it’s already opened my mind to new ways I can optimize our workflow. Fin (aka Poppy) has improved our CS performance by taking the quick, straightforward questions off our plate. I’m not sure how much it costs, but I’d venture to guess it’s worth the money many times over in ROI —especially since it seems like the creators of Fin and Intercom are actively improving the software and are transparent about feature updates. I love the community feel of Intercom and am so happy to be working with a software that values the insights of its users.

I really like how easy it is to set up Fin by Intercom, which helps free up time for our support agents. The ability for Fin to access our documentation and specific pages is also good. I find the snippet functionality valuable as it helps us narrow down cases effectively.

The ability to quickly learn when you sync it from an external help page and the fact that it uses relevant general knowledge.