A game changer for our support team.
January 26, 2026

A game changer for our support team.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

We use Fin to better support our customers. Fin pulls answers from both our internal and external documentation to quickly handle common questions. We use a “Fin-first” approach, which helps reduce the workload for our Tier 1 support team. By addressing smaller issues first, Fin frees up Tier 1 agents to focus on more complex cases and provide those customers with more personal, one-on-one support. We’ve also customised Fin to sound more like us and unique to our business, which is one of the things we love about Fin. Since customising and rebranding Fin, we’ve seen a lot more customer interaction.

Pros

  • Allowing businesses to add guidance and communication styles, for example, customers who seem frustrated, Fin should respond with more empathy & care.
  • Fin pulls information from multiple places, which helps it give more detailed responses.

Cons

  • Sometimes Fin can provide incorrect information when using previous conversations as a source; this is one of the few downsides, as teammates can sometimes make mistakes.
  • We also sometimes see that Fin does not pass to a human as quickly as we would like, but this could also be a training improvement our business needs to implement.
  • New role opportunities — Using the “Fin-first” approach has reduced the workload for our Tier 1 team, giving them more time to focus on their own career growth. It’s also opened the door to a dedicated, AI-focused role, where a team member regularly reviews Fin’s answers and makes updates to help it perform even better.
  • Enabling Fin has also reduced our response time and allowed us to meet SLA's.
Our business has only used both Intercom and Fin AI together, which works perfectly for us. Everything runs smoothly through Intercom, providing access to all Fin areas, including training, testing, and reporting.
We have not yet integrated Fin with other tools in our tech stack; we will look into this in the future.

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?

Yes

Would you buy Fin by Intercom again?

Yes

Fin by Intercom is well-suited for handling basic questions, especially for smaller teams that don’t have the time or resources to fully train it. That said, it’s easy to see how much more powerful Fin could be with proper guidance, training, and well-developed content in place.

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