10/10 - Highly recommend Fin for improving your customer service efficiency
December 09, 2025

10/10 - Highly recommend Fin for improving your customer service efficiency

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

Overall Satisfaction with Fin by Intercom

We are currently using Fin to triage all incoming customer chats and respond to all L1 / L2 queries using our help content. We have three distinct customer types, all of which are supported by Fin responses. We service customers shopping for individual health insurance plans, their employers, and insurance brokers that help both make decisions about which insurance products to offer and enroll in.

Pros

  • Synthesize our help content, much of which is quite complex for humans to understand.
  • Add additional context to our help content based on "common knowledge" terms
  • Recommend additional help content based on our customer's specific queries and conversations via chat, email, and phone

Cons

  • I would like more ability to fine tune Fin responses directly in conversations
  • Better ability for Fin to understand context of questions from customers - occasionally it will get "hung up" on one particular term or phrase in a customer's question and respond based on that particular term; even though to a human reading the convo, it was clear what the customer "meant".
  • During our "busy season" we've had a nearly 90% resolution rate when Fin is in use, and this is without as much care and time given to our help content as we'd like. I think 95%+ is within reach quite easily.
  • Fin resolved over 1300 queries for us in a 2 week period - those 1300 queries would normally become 5-10 min phone calls each, so we estimate a time savings of 100 - 200 hours in that two week period
  • We are beginning to champion a content and AI customer service role within the org to manage Fin.
Customers are well aware of the "chat" feature on websites today (whether Intercom or other) and it is now a bare expectation for consumer portals. Based on the 90% resolution rate that we see Fin currently providing over chat, it's clear that our customers are responding well and satisfied with the capability and often need no additional assistance from a human.
We currently are not integrating Fin / Intercom with any of our other tech stack

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

Fin is well suited to situations in which there is a good amount of help content that it can draw knowledge from and can answer both basic and complex questions based on that content. It likely is not appropriate where a majority of customer questions are extremely complex and routinely require a lot of research or hand holding by a human.

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