FINality
October 13, 2025

FINality

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

Overall Satisfaction with Fin by Intercom

We've used Fin by Intercom for my previous and current companies, and it has ups and downs. It can be very useful and efficient when "fed" the correct information, but sometimes, it mixes up data and needs to be rewired. It may hasten agents' response rates since it practically composes its own answers, but that may be a downside to agents' learning curve. Overall, I'd still give it a 9/10 because chat volume has decreased since Fin by Intercom has been addressing almost all cases, and agents can focus on more complicated issues.

Pros

  • Efficiently addresses simple questions
  • Incorporates Help pages and other useful links to users
  • Simplifies complicated and long statements

Cons

  • Mixes up information
  • Repetitive answers
  • No direction/loop
  • Greater CSAT
  • Less response time
  • One-chat resolution
Very useful, efficient (time and cost), agents can address other concerns while Fin by Intercom takes care of the bulk of the simple issues.
As previously states, Fin by Intercom incorporates our Help Center in its answers so users can do a deep dive on their issue, if they still need more information.

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?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

In addition to direct answers to users, Fin by Intercom provides links and information to agents, making the experience for everyone seamless. It encourages users to be independent (self-service options).

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