Absolutely critical for our business
July 01, 2025

Absolutely critical for our business

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

We use Fin by Intercom literally every day. It runs 60% of our chat volume, and that number grows every week as they release new features. New reporting on Fin by Intercom has helped us keep a pulse on how it's performing, and the automated snippet and content recommendations are a total game-changer. Not sure if I'm more impressed by the new features they're building or the pace by which they're shipping.

Pros

  • Handling redundant conversations, like "what's your price" or "what is this company".
  • Recommending new snippets and content/articles to make Fin by Intercom even more powerful.
  • Provide analytics about how involved Fin by Intercom is and how well it's performing.

Cons

  • Some things are repetitive. Ex: If you provide guidance to ask a follow-up question, it'll ask that follow-up question each time.
  • It'd be cool to have a "vibe" check for auto-sorting. Ex: We have responses to our outreach feed into Intercom. It'd be cool to have a way to auto-sort based on if they ask a detailed question or just a plain "interested" response.
  • It'd be cool if Fin by Intercom flagged conversations, like it a customer seemed agitated, for the team to review.
  • Reduced human response requirements by 60%.
  • Reduced Customer Success spend and saved us when one of our CS reps left the company.
  • Frees up our team for higher-level tasks.
It's incredibly useful. You're honestly a little silly if you don't because it can handle simple conversations very easily and more in-depth conversations if you're willing to put in the work. It's great both as a customer success representative (with the AI agent) and as a higher-level customer success reporter.
Fin by Intercom definitely knows our platform better and can have more value by recommending content by following along with our conversations. ChatGPT is more supplemental and better at learning our voices and tones to make conversations sound like us. ChatGPT is also helpful when it's not specific to our business.

Do you think Fin by Intercom delivers good value for the price?

Yes

Are you happy with Fin by Intercom's feature set?

Yes

Did Fin by Intercom live up to sales and marketing promises?

Yes

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

It's great for leads, free users, and repetitive paid user questions that are commonly asked. It's not a sales machine yet, so having a human sales team is still necessary. But it's great at highlighting content areas that need improvement and letting us know where and when we should add more content.

Comments

More Reviews of Fin by Intercom

  1. Home
  2. AI Chatbot Software
  3. Fin by Intercom Reviews
  4. User Review of Fin by Intercom