A game changer.
January 12, 2026

A game changer.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

We use Fin by Intercom to automate and scale first-line customer support across live chat and our help center. It addresses high ticket volume, slow first response times, and repetitive questions by instantly resolving common issues. Our use case spans onboarding, billing, product education, and basic troubleshooting, with a seamless handoff to human agents for complex or sensitive cases and continuous improvement informed by past conversations.

Pros

  • High accuracy resolution of repetitive support questions.
  • Intelligent escalation and context-preserving handoff.
  • Continuous learning and performance improvement.

Cons

  • Greater transparency and control over answer sourcing.
  • Improved handling of edge cases and multi-step workflows.
  • Cost reducing, less HC.
  • Allows our team to focus on higher value deals.
  • Faster resolution times for basic inquiries.
Overall, the Intercom's UX is a bit weak imo. It's dated and hard to find what you want, especially if you don't use it daily.
We use Fin by Intercom alongside our CRM, billing system, and internal documentation tools. Fin pulls from our help center and policy docs, while complex cases are escalated to agents who work across CRM records and billing data. Support conversations inform product feedback and analytics tools, helping us identify recurring issues, improve documentation, and reduce future ticket volume through better self-serve coverage.
Fin is far superior. We love Fin.

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?

No

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

Fantastic for handling basic FAQ-style questions. When dealing with more complex issues, such as pricing pushback, it often falls short. It's difficult to make a support article that can train Fin on how to differentiate between a B2B deal and a B2C deal, as each requires different nuance. Overall, though, fantastic for handling basic FAQ-style questions.

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