Fin by Intercom Reviews & Product Details

I use Fin by Intercom for our help desk, and I really like how fast it is at answering our clients' questions. I'm happy with the other AI features within Fin that are helpful for our clients and assist with our overall infrastructure. I also find it great for editing messages to be more professional, and I love that we can input some of our documentation for faster responses. The initial setup was very easy. Review collected by and hosted on G2.com.

There are some things that Fin would tell the clients that aren't based on our release notes. It should only read what we give it. Review collected by and hosted on G2.com.

I use Fin by Intercom for customer service, and we're getting positive feedback from customers. I really like that it shares a lot of information and even screenshots with the customers, and it adds full instructions too. This means only complex issues get escalated to a human agent, giving them more time to assist with any bugs or complex problems that customers experience. Review collected by and hosted on G2.com.

Sometimes it has issues with understanding Hebrew and then it gives the wrong information to the customer. When it gives the wrong information, the customer takes the wrong action, and it confuses them. The initial setup took some time because we don't have integrations, so I had to add a lot of info to Fin by Intercom. Review collected by and hosted on G2.com.

I can’t say I have any positive experiences to talk about Review collected by and hosted on G2.com.

My experience with Fin by Intercom was pretty terrible. It led me down at least one rabbit hole that was clearly incorrect, leaving a bad review on the App Store to complain about my bug. I have a trust issue with it since it led me down the wrong path. I don’t find anything about it to be helpful at this point and it’s scared me away from ever wanting to use it with my own customers. Review collected by and hosted on G2.com.

I like the automation and the escalation metrics in Fin by Intercom. Everything is pretty much easy and super intuitive, and I appreciate that you don't have to do any specific training per se. All we needed to do was create our help center and ensure that Fin had access to the content, which made learning easy. I think it's intelligent too, making suggestions for content not even in the help center. I enjoy its knowledge level and how intuitive it is. Review collected by and hosted on G2.com.

Okay. I don't know if this is a Fin issue or an actual Intercom system issue. But because we have just the one, Intercom email forwarding address, so what Fin does is it replies to every email because we have Fin turned on for email. It replies to every email that comes into that one centralized address. Despite the fact that I created a workflow that is basically supposed to omit a team from the response. So I think I don't like the fact that we don't get to pick what channels our responses go through, specifically the email. We get to customize mostly within Messenger. So I think we need more email support in terms of customization and how we intend to implement that. Review collected by and hosted on G2.com.

I like using Fin by Intercom because of the fast replies, clear instructions, and the inclusion of screenshots. Fast support is crucial for me to quickly get back to clients with the necessary information. The clear instructions really help when I'm trying to accomplish a particular task, and the screenshots that show me exactly where to click are a huge benefit. The initial setup of Fin by Intercom was really easy, making it feel like we've been using it for a long time. Review collected by and hosted on G2.com.

I would like to be able to send Fin a screen recording showing the issue rather than texting the issue. Review collected by and hosted on G2.com.

I like the user experience of Fin by Intercom, and it feels pretty intuitive to use. The AI functionalities are cool, and I also appreciate the workflows. Review collected by and hosted on G2.com.

The distributor field is hard to auto-map, which affects how we make automations and workflows to categorize tickets. If there was a better way to map it, it would really help us. We prioritize certain distributors and have workflows that mark a ticket higher priority due to the distributor. Right now, we look at the email domain, but if there was a way to map the distributor automatically, it would help us a lot instead of specifying the email domain in the workflow. Also, I wasn't part of the initial setup, but it took a couple of months to set up properly and it seemed like there were lots of hiccups. Review collected by and hosted on G2.com.

I am very satisfied with Fin by Intercom because it answers about 90 percent of all questions and solves almost 70 percent of these questions. This makes us very satisfied. I also love that Fin grows with our application. We are constantly building new features and documentation, and Fin by Intercom just grows along with it. By the functionality we can add to it, we can help customers better and faster. Review collected by and hosted on G2.com.

Initially, it was a bit tricky to actually send the messages that Finn sent better, or to improve them so that the customers received better responses. And indeed, that is sometimes still a bit challenging for us, but indeed also that we have our own writing style for our documentation. Meanwhile, we also want to give Finn the best possible answer. Review collected by and hosted on G2.com.

I really like that Fin by Intercom is highly customizable with settings like snippets and other behaviors. It's also very adaptable to different conversations, which means users rarely feel misunderstood by Fin. We can make Fin much more intelligent by writing snippets specific to our product or by tailoring its behavior for specific users, giving it much better adaptability and product knowledge than a standard bot. I've integrated a custom server with Fin to retrieve backend information, which enhances its utility. In terms of bot assistants, I'd rate it a 10 for how it serves our needs. Review collected by and hosted on G2.com.

Sometimes it feels like trying to find the way that 'works' is more guesswork than something that makes sense. Like how a specific snippet will be understood and applied by Fin is a mystery to our team sometimes. Clearer documentation about how exactly Fin can be 'tamed' would go a long way to have an easier job of getting Fin to do the things we want him to do. Documentation that's more easily accessible and more detailed, especially about how the bot can be configured. Review collected by and hosted on G2.com.

I like the ease of use of Fin by Intercom, which allows us to onboard Fin 'technicians' faster and ensures they deliver value without worrying about things getting messy. The architecture of the product is clear. I also appreciate the continuous innovation, as the product keeps getting better and the capabilities keep increasing. Review collected by and hosted on G2.com.

I find it challenging to see all the procedures written in one place and understand what might trigger one versus another. Also, I'd like the ability to simulate conversations from the top level, not just within the workflow or procedure itself. There should be more granular control over selecting specifically what follow-on messages the test user is sending. Review collected by and hosted on G2.com.

I really like how Fin by Intercom is convenient and easy to use for interacting with customers via email, chat, and phone. The ability to create or use automated help and desk articles is super helpful. The AI function is a standout for me, saving us 50% of the traffic. I'm also a fan of its adaptability, being able to guide interactions according to our tone of voice. The setup process was incredibly simple, and making workflows and automations is really self-explanatory, which makes things a lot easier. Review collected by and hosted on G2.com.

I think there should be a way to save or memorize certain details, like how you would tell ChatGPT to do it. I'd like to adjust certain small details of its explanation that it creates out of help desk articles because sometimes it's not fully correct. Review collected by and hosted on G2.com.