FIN by Intercom review.
July 03, 2025

FIN by Intercom review.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

We use Fin for customer support. Fin is excellent at answering simple questions that can also be found in our help center. Previously, we used workflows to guide customers to the right help article, but now we let FIN answer. Overall, very good for the easy questions. We sell hardware and software, and it is challenging for FIN to provide information about specific devices from a customer, a particular subscription, or an invoice. I am not an engineer, and we don't have the resources to develop more complicated actions with FIN. So we use FIN to answer customer questions. The sources are the help center and snippets.

Pros

  • Answer easy/general questions.
  • Great to be able to improve answers.
  • Nice you can set the tone of FIN.

Cons

  • Connecting with Backoffice tools.
  • Would like to see where we can improve our help center/FIN's knowledge.
  • Sometimes it connects the questions with wrong content.
  • 10-15% solving of questions.
  • Save time on the easy questions, so more time for complicated questions.
  • We have improved the quality of our help center, because we know it's the main source for FIN.
The primary function is straightforward: Use the help center and snippets as a source to answer questions. However, I believe there is more to gain from FIN by connecting it to our systems. I am just not aware of the possibilities and how to do this. Additionally, we lack the necessary resources.
As mentioned before, we do not. I am the primary user of Intercom and FIN, and I also respond to our customers. That is my first task, and even if I had time to investigate FIN more, I know we don't have a developer that we can assign to FIN.

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

Great to answer simple questions, based on help articles. For example, we had FIN answering in a short form and then asking if the customer wanted to be connected to a human. The customer said, 'No, give me the whole process.' It's great to read that customers are happy with the explanation. Less appropriate is where the question is not straightforward. Customers sometimes use different words, and then FIN can provide incorrect answers. It would be nice if it could ask to elaborate.

Comments

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