Fin by Intercom Reviews & Product Details

I like the ability to customize Fin by Intercom's settings to fit our specific company's policies, rules, and operating hours. It's really helpful for us because we have a unique business model, and being able to tailor the sources of information Fin pulls from, the hours it operates, and the tone of communication it uses with our site visitors or existing customers are all valuable tools. Review collected by and hosted on G2.com.

I think the email responses by Fin could be improved because the communication style doesn't allow for customization as well over email as it does over live chat. Sometimes it provides answers that are hallucinations or should be directed towards human support. Review collected by and hosted on G2.com.

Intercom is a tool that is easy to use, and the functionality is simple and user-friendly. Since we use Intercom on a daily basis, we appreciate that it is easy and helps us fulfill our tasks as it has macros which we can integrate in our emails. Review collected by and hosted on G2.com.

The email delegation (2 at a time) as it is somehow uneven most especially in cases where there are a lot of people on email task. Could be better if emails can be assigned to a user one at a time. Review collected by and hosted on G2.com.

I use Fin by Intercom for customer support as the first stage when a client reaches out. It massively decreases the total conversations needing to be handled by humans. I like how you can constantly improve its resolution. The more we grow, the more conversations and topics there are that need to be answered, and the fact that you can improve Fin as we grow is very helpful. The initial setup was pretty easy. Review collected by and hosted on G2.com.

I wish there was more understanding of the improvements they suggest and follow up on their impacts. It would be great if there was a follow-up email or reports showing how changes based on suggestions improved the number of conversations handled. Review collected by and hosted on G2.com.

The AI model is very powerful; it learns from multiple sources like Help Center, internal snippets and past conversations. It is easy to switch on, it requires little configuration to start. It has become more customizable through new features like "Guidance", so that you can give Fin the tone of voice of your company. Review collected by and hosted on G2.com.

One downside is that the most conversations that are "resolved" are actually "assumed resolved" and they will cost 0.99USD too.

The handoff to the team members is sometimes too lengthy. Review collected by and hosted on G2.com.

I find the Auto translate feature of Fin by Intercom very useful in managing our communications effectively, enhancing our interaction capabilities across different languages. It allows for seamless conversation management with clients, ensuring clarity and understanding. Additionally, I appreciate that Fin by Intercom was the first choice for my team, signifying its value from the very beginning. I have been informed that setting up Fin by Intercom was very easy for the team, which is an advantage for smooth integration and onboarding processes, contributing to its overall worthiness as a tool. Our team's satisfaction with Fin by Intercom is further reflected in a perfect recommendation score of 10. Review collected by and hosted on G2.com.

I find the language override feature problematic. The bot switches by itself to different workflows, which can be quite frustrating. Review collected by and hosted on G2.com.

Fin by Intercom distinguishes itself with its quick and precise answers, drawing directly from our own knowledge base. It has greatly decreased the number of repetitive tickets, enhanced our first-response times, and enabled our support team to dedicate more attention to complex customer issues. Review collected by and hosted on G2.com.

At times, Fin’s responses may come across as generic or may lack the necessary context when handling more complex queries, which sometimes makes human intervention necessary. Additionally, the customization and fine-tuning features could offer greater flexibility, especially for advanced or highly specialized support scenarios. Review collected by and hosted on G2.com.

What I like most about Fin by Intercom is how intelligent it is. It can resolve most issues on its own, and it explains solutions to customers in a clear, thorough way, which helps create a great support experience. Review collected by and hosted on G2.com.

The main downside is that it can’t always handle more complex issues, though that’s completely understandable given its scope. Review collected by and hosted on G2.com.

I really appreciate that Fin by Intercom feels smart and natural, quickly solving customer issues by learning from our knowledge base and even letting us customize its tone. Review collected by and hosted on G2.com.

Risk of Inaccuracy If you update your pricing or fix a critical bug, Fin could be giving customers the old, incorrect information for up to seven days, which breaks trust. Review collected by and hosted on G2.com.

The AI is incredibly advanced compared to other software we were using. The team is also always proactively coming forward with better features and areas for improvement, which gives us greater insight. Our customers have also experienced a much faster response time and greater satisfaction. Review collected by and hosted on G2.com.

I do feel like there are certain features or reporting or outbound capabilities that are limited. Review collected by and hosted on G2.com.

Fin is incredibly reliable. I learns FAST. It understands customer questions well, provides clear answers, and reduces a huge amount of repetitive workload for our support team. I love how easy it is to train; no complicated setup, just connect it to your help content and it instantly becomes useful. The ability to hand off to a human seamlessly also gives us confidence that customers are always taken care of. Overall, it feels like having an extra teammate who works 24/7 with consistent quality. Review collected by and hosted on G2.com.

The main downside is that Fin can be limited when handling highly specific or nuanced cases which we're still learning how to adapt to it. Review collected by and hosted on G2.com.