Fin frees up my support team
December 09, 2025

Fin frees up my support team

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

Overall Satisfaction with Fin by Intercom

We have a small support team with coverage primarily during business hours, and a very complex product with a steep learning curve. Training Fin on FAQs and best practices enables our team to focus on more complex inquiries, bug investigation, and overall support operations improvement. Currently, Fin is resolving about 65% of our total chats which has been game changing for us. Our team can focus on the big picture: improving our product and support experience, rather than spending their entire time in chat answering questions found in our help center.

Pros

  • Offering answers to questions using multiple sources
  • guidance - triaging and escalating to the team in specific scenarios we have detailed
  • explaining something that may be confusing the first time, in a different way

Cons

  • sometimes Fin guidance is not followed (i.e. dont mention previous bugs in responses)
  • sometimes Fin hands over to a teammate without attempting to respond to the question (known bug, reported to IC)
  • Increased CSAT
  • gives our support team time back
There is a learning curve, our team is spun up but I would anticipate new hires will need dedicated Fin training.
We have not integrated much with other tools, we are hoping to get into the Fin Procedures beta to integrate further.

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?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Well suited for FAQ, well suited for creative solutions, not currently well suited for complex inquiries including specific account details (but may be improved by future Fin procedures).

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