Item: Fin by Intercom
Rating: 7
Author: Verified User

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

We use Intercom for conversation and ticket management as our main focus, but we use for show banners inside our application, send emails to our costumers, but the experience of banners and communications is very bad, our team suffers to create a banner or customize an email, to create automations on the conversations flow our team suffers too.

The AI of Intercom is a nice to have feature, but is very hard to training, and the AI is very very verbose.

Pros and Cons

Pros

chat management
ticket management
Integrations

Cons

Outbound emails
Banners configuration
AI

Return on Investment

Chat centralization

Usability

The Intercom has a very good and beatiful UI, but the UX is very hard for users, it's hard to create bots/automations/mail outbound or banners.

Integrations

We use some automations outside Intercom with n8n. But unfortunately we cant use Intercom to send whatsapp active templates with variables, this resource is very important to us.

Alternatives Considered

Freshchat, Freshdesk and Botmaker

All tools that we used in the past, have a lot of problems on the chat app, our the syncing data between integrations, Intercom has too, but is very less than others.

Key Insights

Do you think Fin by Intercom delivers good value for the price?

Are you happy with Fin by Intercom's feature set?

Did Fin by Intercom live up to sales and marketing promises?

Yes

Did implementation of Fin by Intercom go as expected?

Would you buy Fin by Intercom again?

Other Software Used

Pipedrive, OpenAI API

Likelihood to Recommend

For chat management the Intercom is a very good tool, has a lot of resources, chat distribution and has a very good UI/UX.

The Outbound and AI is very bad, to create an email is very painfull to customize or to create a banner has some simple automations that we can't do.

We do not find a way to create a Customer Success Track to send to specific customers along their journey too.

Fin by Intercom Feature Ratings

Comments

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Kateryna Kharytonova
(Vendor Representative) commented a year ago
Hey there, Craig here, I'm Director of Product at Intercom. I'm really sorry to hear about your frustrations with AI functionality. We've recently shipped new features to give users more control over how Fin answers—like adjusting answer length and providing guidance to coach Fin on how it should answer questions. These updates might help address some of the challenges you've encountered, and I'd be happy to walk you through them or hear more about what would make the experience better for your team. If you're open to it, let's figure this out together. You can email me directly at craig.watson@intercom.com. Thanks!

My Experience with Intercom