Complete and Intuitive Communication App
January 16, 2026

Complete and Intuitive Communication App

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

Overall Satisfaction with Fin by Intercom

We utilize FIN to handle basic and frequently asked questions, and also create workflows that help automate some of the most repetitive customer requests, allowing live agents to focus on the most complex and technical issues. FIN has helped us manage around 20-25% of our backlog, even when agents are offline or busy performing other tasks.

Pros

  • Using natural language, making customers feel like they're speaking to a person.
  • Use an ever-increasing knowledge base to assist customers.
  • Manage around 25% of our client's requests

Cons

  • Use questions to request for more details from customers who don't provide as many details.
  • Sometimes, incorrect information is provided. It would be best to have it think for some time if that could mean having a more accurate response.
  • Improve at detecting the customer's name from the conversation.
  • FIN has helped us manage and fully resolve around 25% of total incoming conversations.
  • It has allowed our agents to work on different side projects that also need our attention.
  • It has also increased customer's satisfaction by providing customers with an almost-immediate response to their queries.
The platform is, overall, easy to use, and while it has numerous functionalities that could seem a bit overwhelming at first, with a little practice, users will be able to perform many essential tasks from the same screen, without having to split tasks across several separate apps and tools, thus improving productivity.
Our organization utilizes Intercom, along with several other apps, to gather feedback, request screen recordings for more complex cases, report and track issues and potential bugs, and so on. We not only use Intercom to communicate with customers, but also to coordinate and work internally with several other departments, ensuring that case resolution is as smooth as possible by managing everything in one place.
Intercom provides a broader range of available integrations, so it becomes a productivity booster because agents don't have to juggle between separate apps and can keep as much as possible to resolve the case within the same app.

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 ideally suited for cases when teams receive a high volume of requests and need to provide a fast response to all pending requests. It is a great tool to provide that initial response, either fully resolving the case or gathering enough information so that live agents can continue to assist users smoothly.

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