Fintastic Support
December 31, 2025

Fintastic Support

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

Overall Satisfaction with Fin by Intercom

We use Fin by Intercom to quickly answer questions of clients as quickly and accurately as possibele. This hugely reduces the amount of incoming chats and emails. Fin by Intercom is currently closing around 70% of chat and emails coming into support.

Fin by Intercom uses our guides and past answers to answer clients. This has been a big win for us as we scale support.

Pros

  • Fin by Intercom is great at greeting clients quickly.
  • Fin by Intercom is great at getting more detailed information from clients.
  • Fin by Intercom is great at providing extra resources to clients so they can look into there issues in more detail as solve their own questions with those resources.
  • Fin by Intercom is great at handing off to the team in at the appropriate time.

Cons

  • When issues are pearticulary complex, Fin by Intercom can get a bit lost in how to solve. I think this is expected however, as Fin by Intercom does not have access to the client account.
  • I am not sure if this is possbile, but Fin by Intercom does not have access to the client account so does not have a full view of client issues and cannot explain where to make changes in detail if guides have not been upladated.
  • reduced response times
  • reduced resolution times
  • A smoother customer experience for a good percentage of our clients.
I think either we need to figure out how to imporve Fin by Intercom a bit better to our specific team and use cases or Fin by Intercom needs a bit more work to get there.

As mentioned previously, Allowing Fin by Intercom to connect to the client account to find the issue and walk clients through changes would be massive.
Our team could potentially do better here. We are not well integrated at the moment. I think this comes from just not having the time or knowledge enough of Fin by Intercom and how certain integrations can help.

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

Fin by Intercom is very well suited for easy to medium difficulty level questions. Where Fin by Intercom comes up short is in the more complex issues. I would say Fin by Intercom could summarise a bit better and clarify with clients better, asking for screenshots and more specific details where necessary. It seems sometimes there are assumptions made that arent quite on topic.

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