Fin has really helped us level up our Technical Services Team
July 18, 2025

Fin has really helped us level up our Technical Services Team

Eric Barker | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

Fin is used to help deflect the amount of chats our agents get and we use it in every interaction. It helps us to take care of customers faster and allows us to try and help them faster than a human agent can take care of them. We have gone from a 32% deflection to over 56% in the past year and it is allowing our live agents the time to create more articles to inform Fin better and get that resolution even higher.

Pros

  • Quick
  • Efficient
  • Always Learning
  • Gives some really good suggestions on how to improve content

Cons

  • Would love to see help on creating articles with AI
  • Allowed us to handle more interactions with less people
  • Allowed live agents more time to create better content and improve the content we already had
  • Helped us improve our SLAs by 10%
Everything is simple. From creating the workflows from either premade templates or from scratch, everything is really just drag and drop. Deploying Fin by Intercom is simple and tweaking him in real time is super easy. I love being able to test things first with Fin before deploying and seeing how Fin will react to certain questions. It is also super helpful all of the reporting you can use with Fin.
We use Fin in conjuntion with Salesforce to push and pull data and it works extremely well. Our goal is to have a few more integrations this year to improve our use even more.

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

I think that Fin is well suited in any environment. They are always innovating and finding ways to make it better. The insights they are providing as well on how Fin is doing allows us to fine tune it almost every day. I think any company could find ways to incorporate Fin and if they do they will see a pretty dramatic improvement in how they take care of their customers.

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