How Fin changed our customer support game forever
January 02, 2026

How Fin changed our customer support game forever

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

Overall Satisfaction with Fin by Intercom

Fin by Intercom is our frontline customer support chatbot that, unlike our support team, is available 24/7. Fin by Intercom can answer and triage customer requests using a range of sources, including internal documentation and data connectors. Thanks to the recent ability to connect external sources using MCP, Fin is now able to answer most technical support / product questions without any human intervention or oversight from our team.

Pros

  • Accurately matching questions to knowledge sources
  • Tone matching in conversation
  • Understanding customer requests

Cons

  • Determining when to use and using data connectors correctly
  • Support for images and file attachments (text parsing) would be great
  • Fin-generated answer reply buttons
  • Reduced response and resolution times
  • Cost and time savings
  • Greater satisfaction overall
  • Opportunities to explore AI customer service and develop this area
Fin by Intercom as a chatbot is extremely user friendly, and the experience provided to the customer, is beyond satisfactory with a clear UX that is easy to understand and follow.

That being said, there are some aspects of the helpdesk, on the support side that may be more difficult for some users however, personally I do not have any issues with the UI.
We use various integrations such as Shopify, Birdie for Screen Recordings, Zendesk and a custom Intercom widget we developed ourselves. The Intercom tech stack is quite easy to work with and the use of integrations is important to us.
Fin by Intercom outperforms Zendesk in almost all metrics as a user-friendly, experienced-focused platform. Zendesk's chat functionality is more limited than Intercom's and the AI agent is not as helpful.

Our primary business partner uses Zendesk, and this is what we use to communicate with then.

Do you think Fin by Intercom delivers good value for the price?

Not sure

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

Fin by Intercom is well suited for almost any scenario that requires consulting a knowledge base and providing answers. This can also be extended with MCP tooling, to provide information from other sources, such as the web, internal application states, customer data, etc.

Fin by Intercom may not be suitable for scenarios where data consistency/accuracy is critical, such as in areas where the A.C.I.D. principle is applied. Use cases where Fin by Intercom is used to update records or information should be implemented with caution, and must have human oversight.

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