Great partner that super charges your customer service team
January 15, 2026

Great partner that super charges your customer service team

Eric Stilan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

Fin by Intercom enables 24/7 customer service coverage and provides many answers without requiring several global live agents. It gives our customers confidence that they will never be without a connection or an answer to their questions or concerns. The feedback it provides on its own success helps us craft content to feed Fin by Intercom and make it even better, with step-by-step instructions and screenshots for greater depth and clarity.

Pros

  • Learn to provide step-by-step instructions
  • Ask more upfront questions to get more clarity so agents are ready to pick up the conversation
  • Handing off to agents when it can sense frustration or not having the correct knowledge

Cons

  • Setting up workflows are not easy to do and have some limited scope
  • Making repeated suggestions should be easier to contain
  • It would be great if it could identify other tickets that may have similar issues or identify Linear or Jira tickets that may be relevant
  • Prevent service agents from making duplicate customers of the same name or even close misspelled names - it makes for very dirty data
  • Make suggestions for tagging conversations to rely less on the agents to do clean up
  • Quicker response to many simple questions
  • Less dependency on agents to solve every call
  • Giving us guidance where our documentation needs to be improved and added to
  • Understanding trends across many conversations and which issues are more critical
Some things are not as intuitive as they could be, and the system allows many double entries and the mixing of names and companies without helping to avoid these pitfalls. It is hard to remember where all the different features are located, and workflows are difficult to set up. I would like more guidance as to issues and how to resolve them in the system.
We have our dev ticket system, Linear, connected, and we export tagged data to productboard to capture and consolidate customer feedback and prioritize new features and development work.
We used it a few years ago, and it was not as feature-rich for our needs. It lacked true AI capabilities, was hard for users to understand, and created workaround issues. The internal ticket system was difficult to use and led to many missed issues and calls.

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

It's great for a web-enabled tool, so there is immediate ability to give feedback or ask questions. It isn't as easy to set up a desktop application as it would require more coding experience. Some older users are skeptical of its abilities, and that it is taking away from customer service, but in our use, it enhances it - that is a tough barrier to breach.

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