Very useful tool for answering customer queries efficiently
August 13, 2025

Very useful tool for answering customer queries efficiently

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

As we get a wide range of queries on Intercom, some relating to help centre articles we've already written, Fin by Intercom helps us find the answers and types them out quicker than we would be able to do manually, and also helps new joiners to our company be able to answer queries in a timely manner. In summary, it helps us respond to customers quickly, without having to do too much manual research for answers.

Pros

  • Identifying keywords and queries mentioned in articles
  • Works quickly
  • Outlines it clearly and concisely

Cons

  • Using past queries to create answers
  • Automatically detecting what a customer has asked and making suggestions
  • Not always correct
  • Time saved
  • Quicker onboarding for team members
I find it quite easy to use and understand and have not had any issues experimenting with the tool. I've never had a situation where I can't find what I'm looking for or not been able to achieve what I wanted. I think it's use friendly and is suitable for new team members to get to grips with quickly.
We integrate Intercom with Slack which is helpful to notify us of Intercom requests, as the team has other priorities they need to focus on, they can't be checking Intercom everyday. We have also used the help centre side of things which has integrated nicely with the platform. Overall it works well.

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

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Well suited to give inspiration for answers, and saving time researching. I like that it gives the option to improve answers too. Helps with wording and how to format responses. Works quickly so it's helpful when handling multiple queries. Helpful for more general queries and FAQs.

Where it doesn't work well, is we have to go in platform for a lot of our queries and the answers need to be very tailored to the customer which doesn't work well with an AI tool.

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