Fin is a great investment.
September 07, 2025
Fin is a great investment.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Fin by Intercom
We currently use Fin for overnight support as we are not a 24-hour operation. While we truly believe in the impact of human customer support for our customers, given the nature of our platform, we aren't in a position to support 24/7 service by those pirates! We also utilize Fin to support periods of inclement volume and seasonality - targeting the 'low hanging fruit' questions our customers reach out to us about. This enables us to maintain effective resource management and avoid saturation during other times of the year where support volume is lower.
Pros
- The ability to control who and where Fin engages through Workflows.
- It can be a one-size-fits-all for your volume, or you can control the audience/topics that Fin will be active in.
- Pricing is negotiable, and while you contract to a minimum, there aren't severe penalties for overages.
Cons
- Intercom is currently working on version 2 of its infrastructure for knowledge sourcing in finance. We invest a significant amount in our human agents' onboarding and continued education - and we need to capitalize on that within Fin, rather than only sourcing from the Help Center and Snippets. This work is underway.
- Reduction of headcount and staffing.
- Overnight support.
- Reduction to first response time.
We primarily use Fin AI in Intercom. That said, we have connected via their API to a BI tool for deeper analysis. Intercom's API and the Fin attributes within are robust and support further analytics work.
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?
No
Would you buy Fin by Intercom again?
Yes
Comments
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