Great tool for Community Managers
February 17, 2026

Great tool for Community Managers

Haley Spracale | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

We use Fin by Intercom to manage daily customer communications via chat, as our public help center, and as a proactive engagement tool. Fin by Intercom helps us answer basic questions for users, and provides them with a channel that is active 24/7, which is important since our human team is small and not available outside of standard working hours. Fin by Intercom is also a great way for us to monitor customer wants and issues. Some users will ask Fin questions they aren't comfortable asking our team directly, and it can help us find gaps in our tool or knowledge/education for users.

Pros

  • Basic answers to common questions
  • Robust help center that is easy to navigate for users
  • Simple ticketing process that allows users to report bugs or submit product requests and see status updates from our team

Cons

  • Being able to give Fin by Intercom explicit instructions on when to say or do something... guidance sometime works but not always
  • Ability to set clear holiday hours so users know the team will not get back to them without having to change existing workflow/intro copy. When Fin by Intercom escalates during a holiday, it often shares the wrong "expected response time is"
  • Being able to see last month's usage numbers would help us track plan utilization better
  • Fin by Intercom has freed up time for community team on repetitive questions which supports more time in other areas
  • Overall engagement with users has increased due to the chat function
The Intercom platform is very easy to navigate, and both their help center and Fin by Intercom makes it easy to learn about functions when you're building something out. The number of tabs on the sidebar can sometimes get confusing, however, the quick search function is a great go-to tool. The functionality for chatting with users live is great, and I appreciate all of the details available on the right-hand sidebar. It makes it easy to refer to past conversations and see any associated tickets, requests, etc.
We have had some issues integrating with our tech stack. It may be that we haven't had enough time to go beyond the basics, but allowing Finby Intercom to read customer information so it could answer more in-depth questions has been a sore point for our team.
We only used the free live chat version from HubSpot, so Intercom is yards better! If I were just comparing an actual live chat between the two tools, HubSpot was often clunky and delayed, and it was hard to find past conversation information.

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 by Intercom is great with supporting users through onboarding questions, explaining the basics of our product and how to use it. Even with guidance, Fin by Intercom sometimes keeps trying to troubleshoot technical issues after it goes beyond what we have in our knowledge base for solving common issues, which can be a frustrating experience.

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