Fin by Intercom review
January 30, 2026

Fin by Intercom review

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

Overall Satisfaction with Fin by Intercom

We use Fin by Intercom to handle repetitive, easy to answer support questions for our lower tiered accounts. This has freed up our human team to spend more time on more complex issues from our users. Fin by Intercom is currently handling about 30% of our workload.

Pros

  • answers repetitive tickets
  • follows guidance and escalation well
  • matches our tone and voice

Cons

  • sometimes doesn't target audiences correctly
  • occasionally pulls dated content from the internet that doesn't apply
  • can repeat the same reply over and over
  • CSAT (customer satisfaction score) has improved overall
  • Response times are way down
  • CPC (cost per call) has improved
It has been fairly intuitive - setting guidance and escalation rules to a good bit of trial and error
We don't really use Fin by Intercom with other tools

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

great with repetitive support issues that don't require a lot of complex troubleshooting.
Doesn't handle specifics like login issues, billing issues or overly complex issues

Comments

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