Fin gave me back hours per week.
February 25, 2026

Fin gave me back hours per week.

Thomas Laureys | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

We started using Fin and Intercom as we wanted to grow as business and as customer support without needing to scale our support team at the same speed we are scaling our customer base.

This brought some challenges with the business case as you don't want to replace human interaction with a emotionless bot but you also want to make sure that you can deliver a 24/7 support service.

It's then that we explored Intercom further to see what Fin could do for us. And we are truly impressed by the speed we could this up and go live. Now Fin solves about 60% of our incoming traffic with no negative impact on our CSAT.

You can also still very easily let a human/agent take over for direct interaction with customer which makes the collaboration between human and bot flawless.

Pros

  • Asking additional information
  • Being understanding
  • Transfer to an agent when needed

Cons

  • Repetitive answers (sometimes stuck in a loop)
  • Interpretation of different products
  • That's it really
  • Reduced response times
  • Reduced costs in hiring new support members
  • Proactive outreach possibilities
  • Clearer articles and replies with Fin suggestions
It's super clear and easy to set up. I loved the speed of how Fin replied to our questions without months of learning first.

We created our knowledge base and almost immediately it picks up new content to reply to customer queries.
We use it together with our CSP as we get data in from Intercom about customer tickets. So this is with Custify so we know as CSMs which customers are asking which questions and how can assist them further.

Also with Slack to stay up to date about new and updated customer tickets.
  • Freshdesk
They AI feature is just lightyears ahead. Conversational replies and the ability to learn and ask more questions to users. I mean it asks for screenshots to users and analyses them as well. So when the ticket is transferred to an agent they already have all the information instead of going back an forth more.

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 perfect for easy questions that our customers have that they can find in the knowledge base but are too lazy to search for. it's then great that Fin replies to them conversationally. It is less handy with billing and pricing as it's more sensitive and almost never super straight forward.

Comments

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