The best of the best
December 05, 2025

The best of the best

Ellie Harris | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

Fin helps so much with taking away the simple, repetitive questions, and leaves our support team with more time to answer and investigate more complex issues, and build customer relationships. It's also allowed us to get quick answers in terms of gaps in our knowledgebase, and where information may not be super clear.

Pros

  • Highlight common topics that come up via the chat
  • Answer simple questions
  • adapt to guidance for escalations

Cons

  • Being consistent with answers
  • Understanding sub topics better
  • More highlighting of where Fin has answered questions and the response from customer is negative
  • Reduces response times
  • Greater Employee satisfaction
I think it's an incredible tool, and the most powerful in the CX industry
I think it could integrate with Product board and hubspot better, but it works really well with JIRA when I am using it to link to tracker tickets.
Not comparable - Intercom is the best in the industry in my opinion!

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?

Yes

Would you buy Fin by Intercom again?

Yes

For us it works really well as we have a colleugue that is able to update the help centre whenever needed, however it would not work for a company if they did not have the capacity to constantly review and update the information that Fin feeds from. Also, I think it would be bad to use fin in a scenario where it was offering health or legal advise, as sometimes it does misinterpret information, and this could be dangerous in some sectors.

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