How Fin Helps Us Work Smarter.
December 09, 2025

How Fin Helps Us Work Smarter.

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

Overall Satisfaction with Fin by Intercom

We use Fin by Intercom at my current organization to simplify and speed up customer support interactions on our platform. The organization I work for provides a learning platform, and new (editor) users often need some initial guidance on how to set it up and learn how end users can use it.
Since implementing Fin, our support team has reduced repetitive questions by up to 55%, especially common “how-to” questions about using the platform. This allows the team to focus on actual platform issues, such as bugs or other cases that require deeper investigation.

Pros

  • It gives 95% of the time an accurate answer to what the customer is asking.
  • It answers questions quickly and is friendly.
  • It shows where customers may not have received a satisfactory answer and suggests improvements.

Cons

  • I would like to see a report of the difference between chat and email reactions.
  • When using Fin for email support, it can sometimes overrespond in email threads that involve multiple people. It may react to replies from other participants and send unnecessary responses. This also happens when colleagues are included in the email thread, causing Fin to keep replying to their messages as well.
  • It’s not possible to remove Fin’s replies in individual email threads, which makes it difficult to stop the bot from responding when it’s no longer needed (unless you manually reply again).
  • With Fin, we achieved higher customer satisfaction and faster response times.
  • It saves time for our support team, allowing them to focus on more complex questions or issues.
  • It provides the opportunity for support staff to work at a more strategic level.
The usability of Fin by Intercom is intuitive and easy to use. When I used it for the first time, it didn’t take me long to understand how the platform works and how to set things up. It also provided helpful guidance, and there is a Fin bot that you can use to learn more about the platform and ask questions.
We currently use Fin with Linear to help track bug tickets. When there are replies in Linear, they can easily be tracked in Intercom by opening the ticket. In addition, we have integrated Fin with Slack to monitor and track replies there as well.

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

I would say that Fin can be used in different contexts like for example, in support, marketing, or sales. It all depends on how well you train Fin with the material you have available. By feeding it the right content, using relevant and diverse keywords, and ensuring it understands the language and tone of your customers, you can create a highly effective and reliable assistant.

Comments

More Reviews of Fin by Intercom

  1. Home
  2. AI Chatbot Software
  3. Fin by Intercom Reviews
  4. User Review of Fin by Intercom