Fin by Intercom Reviews & Product Details

Using Fin is a time saver and whatever policies and procedures are fed is useful while handling the customer's ticket. Review collected by and hosted on G2.com.

Nothing so far. But sometimes the floating screen pops up while answering the ticket may distract agents. Overall all looks good.. Review collected by and hosted on G2.com.

I like best about Fin by Intercom is how easy it is to get started and use on a daily basis. The setup was smooth and didn’t require much technical effort, which was a big plus. It integrates well with our existing tools and works right alongside our support team. The features are useful without being overwhelming, and it really helps lighten the load for agents. Customer support from Intercom has also been quick and helpful whenever we needed it. Review collected by and hosted on G2.com.

Sometimes struggles with very niche or complex queries, especially if the content hasn’t been fine-tuned. It can occasionally give generic responses or miss context. Also, while it's improving fast, a bit more customization and deeper analytics would make it even better. Review collected by and hosted on G2.com.

I use Fin by Intercom at our tech company for internal support because it hooks up to our internal knowledge base and helps us answer client questions. I like how easy it is to use and that it connects to a lot of things, which allows us to not leave the existing screen we are on, saving time. We can also use the answers Fin gives us, which helps reduce response time. The setup was easy, making it a smooth experience from the start. Review collected by and hosted on G2.com.

The pricing Review collected by and hosted on G2.com.

I like how Fin by Intercom makes knowledge sharing faster and more efficient. It surfaces the correct information quickly and presents it in a format that is instantly relevant to the conversation, which really helps our team in answering questions. I also appreciate that it references the sources used for an answer, allowing the team to dig deeper and double-check answers as needed. The initial setup was fairly easy, but the platform offers a lot of depth for those who want to explore more. Review collected by and hosted on G2.com.

I would like more customization in the writing style, rather than predefined styles I'd like to write my own custom prompts. Review collected by and hosted on G2.com.

I like that with Fin by Intercom, its answers can be altered if they're incorrect, and that it interacts similar to how a human would. I also appreciate that Fin scans our entire knowledge base to find the most accurate answers for our users. Review collected by and hosted on G2.com.

When a customer is clearly not happy with an answer they have received, it'd be nice if Fin would stop sending the same response and sending them in circles. By the time the user reaches our live staff after these types of interactions, they're already pretty upset, which makes them harder to serve. It seemed very simple, but training has taken quite a lot of our team's time and resources. Review collected by and hosted on G2.com.

I find Fin by Intercom to be quite straightforward and user-friendly. They have a great customer support section with people available whenever you need help if you're not quite finding your footing. The software is specifically designed for customer support. The initial setup was very straightforward, and we managed it with only one team member without needing additional help. I think it was as easy as it possibly could be. Review collected by and hosted on G2.com.

I think that sometimes understanding different audiences can be a little bit complex. I think that could be a little bit more straightforward and user-friendly. I also find sometimes that understanding the differences between the different features can be a little bit complex. Review collected by and hosted on G2.com.

It gives very very precise responses and is quick. While handling a customer, even if I know the info but need it written in good format, I just ask fin. Review collected by and hosted on G2.com.

The only time I had a problem with Fin was it didn't understand the difference in the jacket and blazer. It should know the synonyms I believe. Or may be this is something we need to feed him internally. Review collected by and hosted on G2.com.

I really love the accuracy of Fin by Intercom. I've used several answer bots before, and all of them claim to be pretty good, but Fin really feels more conversational. It's really giving a higher quality answer and not just dumping out sections of help articles that users could have read themselves. We've seen great deflection numbers with Fin, handling most of our tier one issues like easy login and account settings so customers don't need to contact us. The setup couldn't have been smoother; it was just fantastic. We're still configuring Fin, but the experience so far has been really great. Review collected by and hosted on G2.com.

Sometimes, Fin doesn't understand queries, which is usually fine, but the handoff process could be smoother. This issue is very minor. Review collected by and hosted on G2.com.

What I like best so far is the promise of accurate, natural responses that are grounded in our content. I also like its ease of integration, Review collected by and hosted on G2.com.

The main challenge so far is that Fin AI's effectiveness depends heavily on how well structured and complete our knowledge base is , which requires upfront preparation than expected. Review collected by and hosted on G2.com.

We have been using Intercom for 5+ years now, and FIN most frecuently in the last year. They really have been improving user and manager experience, adding more metrics and reports on how FIN has been performing. It is quite easy to implement, customer support is always a plus. Review collected by and hosted on G2.com.

Could have more integrations, and cost is still a barrier for small business (high ticket). Review collected by and hosted on G2.com.