Support Made Smarter. Faster. Fin by Intercom
November 22, 2025

Support Made Smarter. Faster. Fin by Intercom

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

Fin by Intercom is very crucial to our support operations. We are a domain registrar and key topics have straightforward answers which Fin is easily able to address using the detailed knowledgebase input. At present Fin is enabled for incoming chats and through constant KB update we are able to achieve 85% deflection rate last month and still there are improvement areas in the communication matrix which can boost this number to 90% thereby reducing manual support costs.

Pros

  • Ability identify the issue from limited information shared by the customer
  • Clearly communicate the resolution leveraging the knowledgebase input
  • The resolution by Fin is very detailed and calls out all the possible solutions to the problem helping the customer identify the right fix
  • Fin is constantly learning from the past instances and leveraging into present and future issue resolution and thereby able to provide a good customer experience

Cons

  • Fin is limited to the KB articles and snippets and past conversation. It would be really great if it can search the web for more detailed answers on topic like DNS, Domain and email product
  • Fin - single conversation has multiple topics assigned to it. It becomes difficult to identify what the issue was with which the customer needed help without manual review. Accuracy can definitely be better
  • Fin reports have a pre defined matrix. If u want to look at month on month trend or a weekly trend for a time period the ability is missing. Reporting is one area which needs work.
  • Fin to have the ability to shoot out daily reports to business stakeholders is missing. If not would really like to get help on the steps to build it
  • Fin has immensely helped with the customer experience in terms of Quick Response time
  • If KB has the content to address the query the resolution is immediate and we have seen multiple positive feedback comments for the chatbot
  • It was reduced the burden on manual support. Previously we were getting 25%+ of the connects routed to human agent which has dropped to 15% in Sep 2025
The rating would have been better because I strongly feel that there are areas for improvement. While the platform helps immensely with curbing customer queries in a positive manner, the reach is limited to data input to AI. PS the time it needs to build the intuitive learning from past conversations largely vary depending the type of issues coming into the system. Reporting area seems a little restricted and a lot of manual analysis is required to figure out the issue types for which customers are connecting.
At present, we have not integrated Fin in our tech stack, so it is difficult for me to provide details here.
Fin definitely stacks up pretty much at the same level when it comes to leveraging the input data KB to address customer queries. However reporting flexibility is something missing compared to the two mentioned platforms. The categorization of issues is much easier and accurate making it further analysis less time intensive. Why we selected Finis a difficult question for me to answer as the above platforms are from my previous company and when I moved to my current role Fin was already in place.

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

Yes

Are you happy with Fin by Intercom's feature set?

No

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

Fin by Intercom is suited for all customer support scenarios. The major part is responsible of the business to feed a well equipped KB covering all the product/platform features, process steps and FAQs. If the KB is well equipped Fin can easily address incoming customer queries which it is able to do in our case and help us touch deflection rate of 85%.

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