Fin by Intercom A Game-Changer for High-Volume Support
July 30, 2025

Fin by Intercom A Game-Changer for High-Volume Support

Ollie Volkovska | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

We are very happy with Fin by Intercom. We are dealing with around 25k of chats per month and even though we have a big support team - Fin by Intercom helps us significantly with closing 70% of chats per month. It means that Fin by Intercom handles 70% of chats on its own without human interaction. Of course, to get such results, you need to dedicate a special team to train Fin by Intercom and update snippets. But the result is amazing and we are happy with all the effort we put into it!

Pros

  • Gives understanding that customer's issue being checked
  • Promptly analyzing the details of customer's question
  • Following up with personalized recommendations

Cons

  • For example, we can't filter snippets to understand which are no longer relevant. It will be great to be able to filter them by topic, at least, and not to manually go through 2000+ of them.
  • Reduced response and resolution times
  • New role opportunities created for the team
  • Greater customer satisfaction
I’d rate Fin by Intercom’s overall usability at a solid 9 out of 10. The platform is intuitive, especially when used alongside the Fin by Intercom AI Agent. It's easy for our team to manage conversations and monitor performance. The integration between the support interface and AI features is seamless, which helps both agents and customers have a smoother experience.

The only reason it's not a perfect 10 is that achieving top-tier performance with Fin by Intercom does require a dedicated effort - training the AI, maintaining high-quality snippets, and keeping the knowledge base clean and updated. But once that foundation is in place, the usability and automation results speak for themselves.
We were using Intercom for years and using Fin by Intercom because it's a product of Intercom

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?

I wasn't involved with the selection/purchase process

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

High-volume repetitive inquiries, support knowledge base integration, out-of-hours or 24/7 coverage, scalable support during launches or releases.

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