Our experience with Fin.
December 09, 2025

Our experience with Fin.

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

Overall Satisfaction with Fin by Intercom

We use Fin to support our customers with as many queries as possible, including pricing queries, delivery issues, and more information about our service etc. We use Fin in both email and messenger conversations and are continuing to scale by building a custom integration with our CRM platform so we can use features like Fin Tasks so that Fin can complete these actions on behalf of customers.

Pros

  • Is able to pick up tone well, and show kindness/empathy, etc., in customer-facing conversations.
  • Digests information from the knowledge base well.
  • It is easy to apply guidance, make tweaks, etc.

Cons

  • If I can see that our Fin involvement/resolution rate has increased in one week, it would be great to see the theme of conversations it's resolving, rather than having to dig around to see why there was an increase.
  • Sometimes the hand-over functionality doesn't work as well as it could, and often Fin errs on the side of resolving the conversation (which I understand because we're charged per resolution), but this can be frustrating to have to sift through and dig these customers back out.
  • It's saved us hiring 2 full-time team members due to the resolution rates.
  • It's allowed us to spend more time focusing on higher-impact work, such as how we can scale how we surprise and delight our customers.
It's very user-friendly and intuitive to use. We never get any comments from customers saying they don't understand how to use it or what is happening. However, we have had some issues where customers' previous conversation history was being wiped, and it was very difficult to tell if this was an Intercom issue or something on our side, so it took a lot of time to dig into.
We currently don't use Fin with any other tools, only because we have a custom CRM platform rather than Shopify, etc. I think we will be using the Stripe integration soon as we start trying Fin Tasks. In general, I would like to learn more about integrations, in terms of how we can leverage this more with other platforms like Trustpilot, etc.
We initially used Dixa Mim Bot, which is a far inferior chatbot and AI system. It felt like they were behind the curve compared to Intercom, with slow progress and little investment in the future of the Bot. It was very basic in its capabilities and needed more Dev support to manage.

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 a far superior AI offering compared to other options on the market. The lack of Dev support needed in the setup and management is a huge bonus as well. intercom is clearly investing in Fin, and the constant development and opportunity to be Beta testers keep us ahead in the industry too.

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