Highly Recommended
November 13, 2025

Highly Recommended

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

Overall Satisfaction with Fin by Intercom

We use Fin by Intercom primarily to augment our support helpdesk. Many support inquiries can be quickly answered by Fin by Intercom, which is a win/win for our customers as well as our support team, allowing them to focus on more complex issues.

Fin by Intercom is currently only deployed in the chat widget.

Fin by Intercom is also useful in its Copilot capacity for quickly generating support answers that our team sends to users.

Pros

  • Easy to provide supporting data for accurate answers
  • Handles follow up questions
  • Understands nuance

Cons

  • Simplified answers for different products/tiers. It handles this but not easily
  • Ability to ask Copilot questions without being in a conversation
  • Provide users with a more obvious prompt to watch a help video if there's a help resource that directly answers their question
  • It probably has boosted the efficiency of our support team by 100%
  • Its effects will probably grow exponentially as we scale
It's pretty simple to implement. Naturally, there are some processes that are complex, but it's a naturally complex task that it's trying to tackle, so that is understandable.

Occasionally it's not clear if one should create a new snippet for a nuanced question vs a custom answer - and then the custom answers can be tough to train.



We haven't yet integrated with other tools in our stack. We plan on using the GitHub integration but haven't implemented it yet.
LiveAgent was our last helpdesk. It was ok when we implemented it, but I think Fin by Intercom is a quantum leap ahead

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

It's great for growing companies who need to provide support to their customers or users. We recommend it all the time. If you have frequently asked questions, you can get your customers quick answers without keeping them far away from human support.

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