---
title: Fin Reviews
meta_title: 2900+ Reviews from the Intercom Community
meta_description: Read what the Intercom community has to say about different features,
  use cases, and pricing models.
aggregate_rating:
  rating_value: 4.5
  review_count: 3901
  scale: '5'
date_modified: '2026-08-14'
parent_category:
  name: AI Agents
  url: https://www.g2.com/categories/ai-agents
---


# Fin Reviews
**Vendor:** Intercom, Inc.  
**Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)  
**Average Rating:** 4.5/5.0  
**Total Reviews:** 3,901
## About Fin
Fin is a single Customer Agent that can take on different roles, depending on what the conversation needs. Fin can handle sales, service, and more - all as part of one continuous experience for the customer. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Salesforce, HubSpot, and Freshdesk – no migration required. - Affordable at scale with pricing starting at just $0.99 per outcome. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. - Engages buyers as they explore your site, providing instant, relevant answers when intent is highest. - Moves prospects closer to a decision, answering questions about pricing and features, addressing objections, and matching solutions to their needs. - Closes opportunities by guiding qualified buyers to the right next step – booking meetings, starting trials, or handing off to sales with full context. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability – reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by Fin APEX 1.0, the highest-performing, fastest model for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 67% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. Ranked #1 AI Agent on G2, with the highest number of reviews.



## Fin Pros & Cons
**What users like:**

- Users appreciate Fin's **quick and accurate responses** , significantly reducing support workload and enhancing query resolution. (435 reviews)
- Users find Fin's **ease of use** exceptional, with intuitive navigation and helpful features simplifying the overall experience. (433 reviews)
- Users value the **ease of use** of Fin, enjoying streamlined onboarding and effective conversation tracking features. (333 reviews)
- Users value the **efficiency** of Fin, appreciating its easy integration and intuitive interface for seamless operations. (268 reviews)
- Users appreciate the **automation features** of Fin, enhancing efficiency and client management without overwhelming support teams. (257 reviews)
- Users commend the **excellent customer support** of Intercom, appreciating quick responses and educational webinars for enhanced service. (257 reviews)
- Time-saving (198 reviews)
- Intuitive (195 reviews)
- Artificial Intelligence (192 reviews)
- Customer Satisfaction (187 reviews)

**What users dislike:**

- Users find the lack of **missing features** in Fin limits usability and complicates user experience significantly. (152 reviews)
- Users find Fin's **lack of nuance and outdated information** frustrating, often leading to verification with human support. (130 reviews)
- Users find the **limited features** of Fin restrict their ability to fully leverage its capabilities and control. (123 reviews)
- Users experience a **steep learning curve** with Fin, finding its setup and functionality demanding and complex. (115 reviews)
- Users express concerns over Fin's **high pricing** , with many features requiring additional payment, leading to unexpected bills. (92 reviews)
- Users report **poor customer support** , often experiencing delayed responses and frustrating agent handoffs that hinder effective assistance. (88 reviews)
- Poor Understanding (86 reviews)
- Complexity (85 reviews)
- Inadequate AI Features (85 reviews)
- Users feel the **limited customization** in Fin prevents tailoring features effectively to meet specific needs. (83 reviews)

## Fin Reviews
  ### 1. Great Messaging and CRM solutions for businesses

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 20, 2021

**What do you like best about Fin?**

I find Intercom's messaging solution a very powerful tool for our business to eastablish a great first contact with potential customers. It's amazing how Intercom integrates messaging and data collection to provide a CRM solution that delivers

**What do you dislike about Fin?**

The only drawback of using Intercom is not being able to integrate it with any other service that we're using. Intercom could consider widenimg its automated data sharing capabilities

**Recommendations to others considering Fin:**

If you're considering Intercom for integrating it with other services, you may not have the most delightful experience

**What problems is Fin solving and how is that benefiting you?**

Were using Intercom for our messaging, data collection and data reporting

**Official Response from Eabha O'Sullivan:**

> Thanks for taking the time to leave us a review. At Intercom we want all our customers to have all the information you need at their fingertips to make it the best experience for their customers but also make it easier for you so it's great to hear that it's been that way for your company. 

Integrations are an important feature for any software and we are no different. We are constantly evolving our integrations and looking for new ones to improve our customers experience. I'd love to know more about what integrations you would like to see, if you want to get in touch via the Messenger to chat please do! 

Thanks,
Eabha (Customer Engagement) 

  ### 2. Good app to handle customer support for your business

**Rating:** 4.0/5.0 stars

**Reviewed by:** Oskar L. | Product Expert, Mid-Market (51-1000 emp.)

**Reviewed Date:** July 23, 2021

**What do you like best about Fin?**

Series feature. Huge value from the automated messages that can be sent through different channels.

**What do you dislike about Fin?**

A lot of limitations in terms of writing an article for the Knowledge base (different colors for text, buttons, different shapes, etc.). Would like to see more features there.

**What problems is Fin solving and how is that benefiting you?**

Knowledge base and automated messages to our clients.

**Official Response from Eabha O'Sullivan:**

> Thanks for taking the time to review Intercom, Oskar. Series took a long time to develop and create so it's great to hear that customers are utilising it. 

Thank you for your feedback around more features in articles - we have some exciting stuff coming down the line here so I hope you'll be happy! 

Thanks,
Eabha (Customer Engagement)

  ### 3. Boost the contact with your customers

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** December 31, 2021

**What do you like best about Fin?**

The software is very reliable and clear to use. All the analytics are helping you to target the weak points and work on it.

**What do you dislike about Fin?**

It would be great to have the possibility to merge duplicate conversations

**What problems is Fin solving and how is that benefiting you?**

A quick way to answer our customers and keep them satisfied.

  ### 4. It has a good visual overview

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** August 13, 2021

**What do you like best about Fin?**

The Series feature makes it easier to plan the customer journey because you can add all the emails, chats, posts that they should see along their path

**What do you dislike about Fin?**

That it has some bugs, but anyway the customer service is really good. They always help you.

**What problems is Fin solving and how is that benefiting you?**

It helps to communicate with the users through the platform with chats and track all their journey, you can see where are they jumping out of the communication stream and then change your messages.

  ### 5. Easy tool to work with and assist merchants in the efficient way.

**Rating:** 4.0/5.0 stars

**Reviewed by:** Ana C. | Customer Support Supervisor, Mid-Market (51-1000 emp.)

**Reviewed Date:** May 13, 2021

**What do you like best about Fin?**

How easy it is to assign messages between agents when working on a specific folder. We use auto-balance to make sure that the quantity is distributed equally and we can assist customers as fast as possible.

**What do you dislike about Fin?**

First response time is not calculated correctly as if customer didn't get back to us after first messages, then it is closed, but later they respond and we send first message, however, all this time was calculated.

**What problems is Fin solving and how is that benefiting you?**

Providing live chat for customers and keeping all information in one place.

  ### 6. its a good tool but unclear at some point

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** October 21, 2021

**What do you like best about Fin?**

the range of inapps intercom offers which let you do integrate with other software to improve customer experience

**What do you dislike about Fin?**

the cost of a feature is not clear, and I come across some limitations

**What problems is Fin solving and how is that benefiting you?**

support and customer outreach. There are a lot options to send

  ### 7. Great tool, a little expansive and hard to learn

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.)

**Reviewed Date:** August 05, 2021

**What do you like best about Fin?**

It allows us to communicate with users in a very efficient way, tracking their actions making our work easier.

**What do you dislike about Fin?**

The price and it is a bit hard to use it, and the series doesn't wholly update when we make changes. And the support from email is better on zendesk, that's why I do chat support with intercom and email support with zendesk.

**Recommendations to others considering Fin:**

Nothing

**What problems is Fin solving and how is that benefiting you?**

Chatting with users, tracking their actions, onboarding (still learning how to use it), and engaging.

**Official Response from Eabha O'Sullivan:**

> Thanks for taking the time to review Intercom and letting us know that Intercom is making your work easier. 

I'm sorry to hear you are disappointed with the price and some of our features. I will let our product team know as we are always looking for ways to improve. 

Thanks,
Eabha (Customer Engagement)

  ### 8. Very good tool, but expensive for smaller companies

**Rating:** 4.0/5.0 stars

**Reviewed by:** Rugen H. | P, Small-Business (50 or fewer emp.)

**Reviewed Date:** August 23, 2021

**What do you like best about Fin?**

Easy and intuitive way to interact with your customers

**What do you dislike about Fin?**

Expensive
Can't easily achieve more advanced use cases without using bots. API improvements would be nice.

**Recommendations to others considering Fin:**

/

**What problems is Fin solving and how is that benefiting you?**

Customer support
Product discovery

**Official Response from Eabha O'Sullivan:**

> Hi Rugen, thanks for taking the time to leave us a review and letting us know that you find Intercom intuitive. 

I'm sorry that you have found us to be expensive. Our aim is to create a pricing structure that reflects the value our product delivers while allowing both our businesses to succeed. That being said we do hear this feedback a lot and is something we are working on. This week we launched a new pricing structure which we hope will help customers see why they are being charged a certain amount and help in this area. 

Thanks,
Eabha (Customer Engagement) 

  ### 9. Easy to use, Lots of Capability!

**Rating:** 4.0/5.0 stars

**Reviewed by:** Kayla K. | Lead Implementation Specialist , Small-Business (50 or fewer emp.)

**Reviewed Date:** May 17, 2021

**What do you like best about Fin?**

I love the Macros, and the continued improvement on the feature. Also, appreciate the Articles and the overall easy use of the platform.

**What do you dislike about Fin?**

Downsides are no notifications for personal inboxes. You must always keep an eye on your inbox in case a customer has replied to you.

**What problems is Fin solving and how is that benefiting you?**

We are solving the time it takes our team to reply with those analytics. I can also see what Macros are not being used, and how we can be more resourceful.

  ### 10. Amazying support team & allows you to do in-app message to guide all customers

**Rating:** 4.0/5.0 stars

**Reviewed by:** Paul . | Head of Customer Support, Mid-Market (51-1000 emp.)

**Reviewed Date:** April 26, 2021

**What do you like best about Fin?**

- inbox message to answer all customer request easily and in close colaboration with your team
- details from your customer directly from the inbox
- in-app messages: banners etc it is very usefull to guide your customer or share a message
- apps available for your inbox: jira, salesforce,...

**What do you dislike about Fin?**

- a bit expensive for a startup for the premium version: lots of very nice feature but I can't use them
- outbound messages: a bit complex to search, filter, group and maintain. It is a bit a mess once you have a lot of messages

**Recommendations to others considering Fin:**

Go for a premium version in order to have all the features

**What problems is Fin solving and how is that benefiting you?**

- answer all customer requests as fast as possible
- collaborate in team to answer customer requests

**Official Response from Kate Sugrue:**

> Thanks for leaving us this review Paul! It's great to hear that Intercom is helping you answer all your customer requests as fast as possible and collaborate better with your team. 

I'll make sure to send you feedback regarding our messages organization features , as well as our pricing and packaging on to the relevant teams in case you haven't raised this with your account team.

Thanks again,
Kate (Intercom - Customer Engagement)



  ### 11. Great Communication & Analytics w/ useful integrations

**Rating:** 4.0/5.0 stars

**Reviewed by:** Andrew M. | Sales Representative, Small-Business (50 or fewer emp.)

**Reviewed Date:** May 04, 2021

**What do you like best about Fin?**

I like being able to see the interactions that many different departments of our organization have with the customer, as a sales professional, it is very useful to be informed before interacting with a new client.

**What do you dislike about Fin?**

I wish the integrations were a bit more configurable, though the team has captured my feedback and is investigating it. So that's what matters to me!

**What problems is Fin solving and how is that benefiting you?**

Moving away from email, the chat feature is very useful as it adds a more "human" aspect to our communication!

**Official Response from Kate Sugrue:**

> Thanks for taking the time to review Intercom Andrew! I'm glad to hear you've found it so helpful to create a more human communication experience :)

I'm also glad you've shared your feedback regarding integrations directly with the team.

Kate (Intercom - Customer Engagement)

  ### 12. Great for Chat service

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** December 15, 2021

**What do you like best about Fin?**

The metrics of working hours and alerts allow you not to miss any chats from customers. Auto assigning of cases and setting up your working hours.

**What do you dislike about Fin?**

There is nothing much to dislike but some features come at premium plan only.

**What problems is Fin solving and how is that benefiting you?**

Managing and supporting customer chats.

  ### 13. Communicate and disseminate information

**Rating:** 3.5/5.0 stars

**Reviewed by:** Lourdes R. | Support and Social Communicator, Mid-Market (51-1000 emp.)

**Reviewed Date:** August 03, 2021

**What do you like best about Fin?**

I like autoresponder and bot functions within the system to reply every day at all hours. Observe all the necessary screen.

**What do you dislike about Fin?**

I like autoresponder and bot functions within the system to reply every day at all hours. Observe all the necessary screen.

**Recommendations to others considering Fin:**

Communicate directly with the client, automatic and stable response.

**What problems is Fin solving and how is that benefiting you?**

Automatic response for bot support, communicate and disseminate relevant information to interested client, connect system for transfer. User and customer chat.

**Official Response from Eabha O'Sullivan:**

> Thanks for taking the time to leave Intercom a review, Lourdes and letting us know what features you like. It's great to hear that autoresponder and bot functions are being used by your team - I hope that it saves your team some time! 

Thanks,
Eabha (Customer Engagement)

  ### 14. It does the job. 👍

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** April 17, 2021

**What do you like best about Fin?**

I love how I can customize the side panels and the newly-added ability to generate custom reports.

**What do you dislike about Fin?**

I'm not too fond of the fact that Intercom does not have the native ability to import and export data on their platform. You will need the help of a more tech-savvy colleague if you wish to get around this.

**What problems is Fin solving and how is that benefiting you?**

Well, a lot. It really helps that we are able to chat with multiple users at the same time, but it has a downside to it. Mainly because a certain agent can only handle a certain number of chats.

I do not think we have the ability to 'limit' the incoming chats for each agent. It would be nice to have that functionality.

  ### 15. Intercom Review

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Broadcast Media | Mid-Market (51-1000 emp.)

**Reviewed Date:** April 22, 2021

**What do you like best about Fin?**

I think the Chat feature is super simple and intuitive. I also really like all of the data we can import on our customers and segment them out to send things like emails and invites.

**What do you dislike about Fin?**

The process to add people to a segment or add a tag seems not very intuitive and can honestly be frustrating until you really get it down. This is such a robust tool that I am sure there is reasoning behind current process I am unaware of but it seems like there should just be a "add to segment" button when you pull up a user where I can just click it, pick my segment and add them.

**What problems is Fin solving and how is that benefiting you?**

Customer support, webinar invites.

  ### 16. Great product. Would love more features.

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** September 06, 2021

**What do you like best about Fin?**

The resolution bot, when firing correctly, is incredible. When it isn't, it is embarrassing and poor.

**What do you dislike about Fin?**

Lack of viewing options on searched items, keywords, tagging, snooze customization.

**Recommendations to others considering Fin:**

Make sure it covers all your use cases. If it doesn't clearly do it, then I would hold off.

**What problems is Fin solving and how is that benefiting you?**

Auto assigning tickets

**Official Response from Eabha O'Sullivan:**

> Thanks for taking the time to leave Intercom a review! I always love hearing specific features that our customers like. 

We also appreciate your feedback on the things that you have mentioned, I will let our product team know as we're always looking to improve and these features as definitely places we can. 

Thanks,
Eabha (Customer Engagement)

  ### 17. Detailed messaging service

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.)

**Reviewed Date:** May 03, 2021

**What do you like best about Fin?**

Detail about conversation, Macros, messaging options. The tags are helpful for tracking additional leads easily with myself and the rest of our team - customer support and developers alike.

**What do you dislike about Fin?**

Slow refreshes, unclear warning messages that appear later than is helpful. We feel the new Series option is not well adapted to our specific business model and wished Intercom would take more of our feedback regarding this. Some response times for our support questions are also very long.

**What problems is Fin solving and how is that benefiting you?**

Customer engagement, ability to track higher detail with sales and support. We can now much more easily engage with and support our users, plus our developers can easily track different issues when needed.

  ### 18. one of the best solutions is support chat

**Rating:** 4.0/5.0 stars

**Reviewed by:** Bakur S. | Product Owner, Information Technology and Services, Small-Business (50 or fewer emp.)

**Reviewed Date:** September 01, 2021

**What do you like best about Fin?**

After you set up the intercom chat, it is easy to use, and I like it because every support operator learns to work quickly.

**What do you dislike about Fin?**

Intercom integration is very hard, and this is the only thing I dislike about intercom chats.

**Recommendations to others considering Fin:**

high professional team

**What problems is Fin solving and how is that benefiting you?**

Communication with users and support is very comfortable.

  ### 19. Direct contact with clients

**Rating:** 4.0/5.0 stars

**Reviewed by:** Diego Adrián C. | Product Manager, Small-Business (50 or fewer emp.)

**Reviewed Date:** May 04, 2021

**What do you like best about Fin?**

Being able to contact clients directly, showing them a product tour when I launch a new feature, not depending on development to make popups or messages.

**What do you dislike about Fin?**

The pricing structure is a bit weird, it can be very expensive and with the amount of initial user I have, it just doesn't always make sense.

**Recommendations to others considering Fin:**

Change pricing for smaller companies that still want to take advantage of all the features! When the company grows, pricing will follow.

**What problems is Fin solving and how is that benefiting you?**

Having direct contact with clients/users. This is the most important one. Especially with the app, I'm a product manager that can talk to users without having to act like a support rep.

  ### 20. Having conversations with your users have never been easier

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** May 17, 2021

**What do you like best about Fin?**

I love the ability to tailor inbound flows, outbound flows, and automation. 
The new series tool is great (although it is easy to see it is still very new and therefore lacking more mature features).

**What do you dislike about Fin?**

Lacking reporting functionality on articles, poor UX on articles/help center in genereal and field formatting in a manner that speaks well with HubSpot and Stripe.

**What problems is Fin solving and how is that benefiting you?**

Support, onboarding of users, and feeding data to CRM.
More specifically it is easier for us to have conversations with our clients where they experience only one side of it, while we can work across teams through HubSpot and Jira.

  ### 21. Very efficient for communication with existing users

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 01, 2021

**What do you like best about Fin?**

The ability to be able to combine chats and e-mails is in series is amazing.

**What do you dislike about Fin?**

The email creation tool isn't as advanced as It could be. The types of content and layout is very limited if don't have the possibility to code own templates.

**What problems is Fin solving and how is that benefiting you?**

Releasing new functionality and creating loyalty with existing customers.

  ### 22. Really enjoyable product to use, friendly support team & pretty nice features

**Rating:** 4.0/5.0 stars

**Reviewed by:** Dave M. | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 16, 2020

**What do you like best about Fin?**

Intercom's customer service is excellent -  they're really friendly, helpful and reliable. Alongside that, their content editor is excellent too - a really nice WYSIWYG interface where you can format your articles to make them appear just as you want them to, and easy to organise into collections that allow you to create useful UX's for your audiences. We're also massive fans of the product tour feature - these are incredibly easy to set up, offer real value to our customers in the onboarding process, and ultimately save us time too because that onboarding can be done by the customers themselves without us having to hold their hand.

**What do you dislike about Fin?**

The lack of flexibility for Help Centre layouts - I'd really like to be able to use a grid layout to reduce scrolling and fit more detail above the fold, which is something other Help Centre providers do allow. All that being said though, I have raised this with the intercom team and they have passed my feedback onto their product team for consideration in the future.

**Recommendations to others considering Fin:**

Use it! It really will make a difference and is a great product to have at your disposal. It will save you time and add value to your own customer service efforts.

**What problems is Fin solving and how is that benefiting you?**

It's a fantastic way to help customers in real time, as well as helping us build an effective and efficient help centre for our business. We can also use it to send emails to customers and prompt them into taking actions. Finally, their product tour feature is really helping us make onboarding new customers a terrific experience and one that can be almost entirely self-led, which saves time at our end and allows the customer to take things at their own pace.

We're actually now looking at how we can further improve and refine our use of intercom and really embed it into our customer communications strategy, so that we're getting maximum value from it, but using it to add value to our customers.

**Official Response from Kate Sugrue:**

> It's great to hear that Intercom has made such a difference to your business Dave, and that you've had such a good experience with out team :)

We do always pass feedback on to our product team as we very much 'build for you' as our customer newsletter says. Thanks for highlighting your Articles requests here. I'll be sending them on to the team again for good measure.

Kate (Intercom - Customer Engagement)

  ### 23. Great product for live chats

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Public Relations and Communications | Mid-Market (51-1000 emp.)

**Reviewed Date:** August 04, 2021

**What do you like best about Fin?**

Helps us interact with prospects/customers very smoothly and efficiently.

**What do you dislike about Fin?**

There isn't much to dislike about a tool like Intercom.

**What problems is Fin solving and how is that benefiting you?**

Making sure that folks who are on our website get the help they need in real-time is huge in making the customer/prospect feel valued and that they are actually speaking with a live representative.

**Official Response from Eabha O'Sullivan:**

> Thanks for taking the time to leave us a review and letting us know that Intercom helps you talk with customers in a smooth and efficient way. 

I'm happy to hear that you are happy with Intercom at the moment - I hope it stays this way!

Thanks,
Eabha (Customer Engagement)

  ### 24. sometimes Im struggling with automation rules. Don't quite understand how to set correctly

**Rating:** 4.0/5.0 stars

**Reviewed by:** Vladislav G. | Business Development | Team Lead, Small-Business (50 or fewer emp.)

**Reviewed Date:** March 06, 2021

**What do you like best about Fin?**

the possibility of buiding segments and send a message right away

**What do you dislike about Fin?**

conversation priorty marking process doesn't suit me. the thing when you need unmark them manually

**Recommendations to others considering Fin:**

You need to try it 100%. Guys are just great and the product itself is good. There are always improvements to make and I'm not guarantee the platform is going to satisfy you from the very first sight but the team is making your experience with it really pleasant. I recommend them

**What problems is Fin solving and how is that benefiting you?**

quick communication with the customers, thats what we are up to now

**Official Response from Kate Sugrue:**

> Thanks for leaving us this review Vladislav, and for letting us know how Intercom is helping you communicate quickly with your customers and that you've found the user experience so pleasant :)

That's really useful feedback on the inbox rules configuration. Our product team are always hard at work finding ways to make your life easier and more efficient in this regard so I'll make sure to send this through to them.

Thanks again,
Kate (Intercom - Customer Engagement)

  ### 25. Good for B2B, Cost-Prohibitive for B2C

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** May 10, 2021

**What do you like best about Fin?**

It's an amazing idea and pretty great execution. Gives users a personal touch in the age of computers.

**What do you dislike about Fin?**

The F-ing pricing. Way too expensive for a B2C company to use. Eats away at margin like crazy. The pricing is obviously made for B2B companies with low volume, high margin. Also, I don't like how (this is a dislike for g2) you get a worse grade for not allowing g2 to use your name

**What problems is Fin solving and how is that benefiting you?**

Mainly assisting users that are using our software. Folks now know our team by name and have a sense of community.

**Official Response from Kate Sugrue:**

> Thanks for leaving us this review and letting us know how Intercom is helping make your support more personal.

You're correct that our pricing is in general more in line with B2B business structures, however we do have a growing number of B2C customers for who it works. It's difficult to find a packaging structure that works for all business types but it's something we aim to keep improving so I will make sure your feedback gets back to the relevant team.

Thanks again,
Kate (Intercom - Customer Engagement)

  ### 26. Great customer service, and easy to use UI, but a bit too simplistic in some tools

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Small-Business (50 or fewer emp.)

**Reviewed Date:** April 23, 2021

**What do you like best about Fin?**

It feels like a relatively agile product- while many elements of the product are being developed- suggestions we make for preferred features seem to get acted on and we have seen many features added that directly improve our processes.

**What do you dislike about Fin?**

There seems to be a focus on developing the customer support side of the product(chat, macros etc), while the Help Center, bots seem to be less well developed, and there are several features we would need to optimise and use the existing features.

**What problems is Fin solving and how is that benefiting you?**

The main reason we moved to intercom was the simple to use UI, and the chat availability (also chat bots).

**Official Response from Kate Sugrue:**

> Thanks for sharing how Intercom has acted on your feedback and have added features that have directly improved your processes - that's really great to hear.

While you're right that we're putting a lot of work into our support ecosystem right now, we're continuing to innovate in all parts of our product offering and you'll see some exciting updates soon :)

Thanks again,
Kate (Intercom - Customer Engagement)

  ### 27. Great interaction, but Help Center features need improvement

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Law Practice | Mid-Market (51-1000 emp.)

**Reviewed Date:** April 20, 2021

**What do you like best about Fin?**

The folks at Intercom are *super* responsive!  I've rarely encountered better customer service, even for the smallest question.

**What do you dislike about Fin?**

My company selected Intercom for its ability to integrate with our product for customer interaction.  Those pieces are user-friendly and feature-rich. 
However, an essential piece of the puzzle is our Help Center, where we store help documents related to our product.  Unfortunately, Intercom seriously lacks meaningful HC features.  There is no way to create a Table of Contents, nest related content, or have a static map/menu of topics.

**What problems is Fin solving and how is that benefiting you?**

We use Intercom for customer surveys and announcements.  That helps us gather product feedback to prioritize improvements.

**Official Response from Kate Sugrue:**

> Thanks for leaving us this review, I'm glad to hear you've had such as positive experience with our support team and you've found Intercom so easy to integrate.

I'll make sure to pass your feedback regarding our Articles product back to the team here as we're constantly improving the functionality of this feature in line with what's most important for our customers.

Thanks again,
Kate (Intercom - Customer Engagement)

  ### 28. Mobile chat saves me hours of sitting at my desk:)

**Rating:** 4.0/5.0 stars

**Reviewed by:** Mica W. | support manager for Fons, Small-Business (50 or fewer emp.)

**Reviewed Date:** April 28, 2021

**What do you like best about Fin?**

Chat mobile saves me time from my desk. The tours has really saved us  lot of "how to" questions and wrong setups.

**What do you dislike about Fin?**

Slow support, sometimes days. Also, chat either doesn't find an article or suggests the wrong ones.

**What problems is Fin solving and how is that benefiting you?**

Chat mobile saves me time from my desk. The tours has really saved us  lot of "how to" questions and wrong setups.

  ### 29. Great Tool

**Rating:** 4.0/5.0 stars

**Reviewed by:** Sarah C. | Member Success, Small-Business (50 or fewer emp.)

**Reviewed Date:** April 22, 2021

**What do you like best about Fin?**

I love how powerful this tool is. My team is able to manage incoming customer support seamlessly.

**What do you dislike about Fin?**

I wish there was more live support but I fully understand why there isn't.

**Recommendations to others considering Fin:**

Intercom creates and facilitates a space where you can manage your support team and incoming inquiries.

**What problems is Fin solving and how is that benefiting you?**

We are using intercom bots to manage our flow remotely, which is great for our team.

**Official Response from Kate Sugrue:**

> Thanks for leaving us this review Sarah. I appreciate you sharing how Intercom is helping your team seamlessly manage your incoming support queries. 

While we believe in chat as the best, most personal customer experience, each company and use-case will be different on using live chat for real time chat vs. asynchronous chat. For us — troubleshooting software — async typically works best, but this is helpful feedback for our Ops and Leadership team to consider.

Thanks again,
Kate (Intercom - Customer Engagement)

  ### 30. Easy to use. Amazing feature updates, great customer service.

**Rating:** 4.0/5.0 stars

**Reviewed by:** Trevor K. | Sales and Marketing Speciailist and Song Specific Patch Producer, Small-Business (50 or fewer emp.)

**Reviewed Date:** January 20, 2021

**What do you like best about Fin?**

The amazing features that help our team; 

The interface is simple to use. 
Resolution Bots
Custom Bots
Intercom's Customer Service
Conversation tagging
The Metrics in the "Reports" section.

**What do you dislike about Fin?**

Resolution bot limitations.
Report limitations. Want to be able to filter by more things and filter certain things out. 
Searching for conversations with the search isn't super intuitive (I'd prefer 
And I think that's it really. to much to dislike.

**What problems is Fin solving and how is that benefiting you?**

With tagging, we're able to quickly and easily see trends from our customers.
With "waiting longest" and simple interfaces, we're able to quickly and easily set targets and see when we have customers that need to be responded to.

**Official Response from Kate Sugrue:**

> Thanks for leaving us this review Trevor. It's great to see how many of the features your team are utilizing and seeing value from.

I'll make sure your feedback gets back to the right folks here so it can be included in their roadmapping discussions. Thanks again for letting us know.

Kate (Intercom - Customer Engagement)

  ### 31. User-friendly and effective messaging service

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** August 12, 2021

**What do you like best about Fin?**

It's very easy to use; just a small learning curve at the beginning.

**What do you dislike about Fin?**

Needs some improvements to the article editor; don't like that a lot of features are add-ons that cost more

**What problems is Fin solving and how is that benefiting you?**

Customer support for our customers; saves a lot of staff time

  ### 32. Best of breed tool for Saas, with a few irritating quirks

**Rating:** 4.0/5.0 stars

**Reviewed by:** Andrew S. | Principal Consultant, Small-Business (50 or fewer emp.)

**Reviewed Date:** April 15, 2016

**What do you like best about Fin?**

Intercom makes communicating with users in real time dramatically easier. Moving beyond having email triggers and being able to engage with users right inside an app is extremely valuable and has lead directly to increase revenue, greater customer satisfaction and lower churn.

**What do you dislike about Fin?**

Events that are added via the REST api doesn't trigger actions immediately; it essentially adds them to a queue unless the client logs in in which case it triggers an action.

This is problematic because it means that things like payments going through won't trigger an action until later. I really don't understand why they don't make this instant.

The tool also doesn't allow reporting/segmenting/triggering based on event context. It'd be nice to have actions triggered if a certain event value is triggered rather than having to create multiple events.

**Recommendations to others considering Fin:**

If you're in Saas it's hard to go wrong with intercom. There are some feature gaps and the tool is explicitly not meant to be used for regular email marketing, so don't expect this tool to replace your regular ESP.

**What problems is Fin solving and how is that benefiting you?**

Communicating with users of a saas product.

**Official Response from Kate Sugrue:**

> Thanks for leaving us this review Andrew. I'm glad Intercom is helping you better communicate with your users and is directly impacting your revenue, satisfaction and churn!

You feedback on how our events data operates is really valuable. I'll make sure to pass this on to our product team so they can understand the limitations this is causing.

Thanks again,
Kate (Intercom - Customer Engagement)



  ### 33. Dynamic and useful.

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.)

**Reviewed Date:** April 22, 2021

**What do you like best about Fin?**

Series have a lot of options. Still missing some useful features but can make a big difference on your business.

**What do you dislike about Fin?**

Missing some features and reporting is severely lacking, though getting better. Customer service used to be very quick and helpful. They are still helpful, but it takes so long to get in touch with someone that by the time you get to speak with them, thoughts and situations are passed. It's very frustrating. Their help center rarely gets me answers to my questions, even though I keep trying.

**What problems is Fin solving and how is that benefiting you?**

Explaining product to users. Gathering feedback. Education series.

  ### 34. Fantastic platform, but a bit pricey if you need more features

**Rating:** 4.0/5.0 stars

**Reviewed by:** Wesley A. | Small-Business (50 or fewer emp.)

**Reviewed Date:** October 16, 2020

**What do you like best about Fin?**

Being able to communicate quickly and easily with our customers and visitors. I also like the ability to use campaigns so you can tailor what messages are sent and to which customers. There is so much power to Intercom that it really makes a differences.

**What do you dislike about Fin?**

The pricing is quite steep and confusing. Paying per active user seems quite steep and something that is outside of our control - the more people we have using our product, the more expensive it is for us to use Intercom. We are a small start-up and Intercom could really unlock our potential, but the cost of doing so is so prohibitive, it is stifling for us. It's a real shame there are no pricing tiers to help start-ups get up and running - when we can afford to pay several thousand per month, we wouldn't mind as much, but right now that kind of cost could effectively bury the company before we even reach our potential.

**What problems is Fin solving and how is that benefiting you?**

We need to provide support to customers, as well as reach out to them about new features and updates to our product. Having Intercom meant it was all done in the one place, which is really beneficial to us.

**Official Response from Kate Sugrue:**

> Hi Wesley, thanks for reviewing Intercom :)

I'm glad to hear we've been able to help you consolidate your customer communication so efficiently. And if you like campaigns I hope you've checked out our latest messaging update, Series!

Thanks also for your feedback on our pricing. We always aim to align the cost you pay to the value you see but it sounds like we could do a better job for you here.  I'll make sure to pass this detail on to our team.

Thanks again,
Kate (Intercom - Customer Engagement)

  ### 35. Intercom does it well.

**Rating:** 4.0/5.0 stars

**Reviewed by:** Vino A. | Customer Support, Mid-Market (51-1000 emp.)

**Reviewed Date:** April 24, 2021

**What do you like best about Fin?**

Intercom is very easy and user-friendly. First time users will be able to grasp this app quickly.

**What do you dislike about Fin?**

I dislike how smaller issues can sometimes take months to fix but anything that has a large impact is usually resolved quikcly.

**Recommendations to others considering Fin:**

Give it a shot. Most likely will resolve any and all support inefficiencies that you have.

**What problems is Fin solving and how is that benefiting you?**

Reaching users in a timely manner, providing them with a means of support. The ability to prioritize users, create unique traits, tracking details, and the ability to add thirty party apps really separate Intercom from the others.

**Official Response from Kate Sugrue:**

> Thanks for leaving us this review Vino, and for letting us know is helping you support you customers in timely manner and how our third party apps are so useful.

When it comes to fixing bugs we prioritize based on impact but will always try to set expectations up front for smaller fixes. 

Thanks again,
Kate (Intercom - Customer Engagement)

  ### 36. There are still some improvements possible.

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 13, 2021

**What do you like best about Fin?**

The easy assignment of Intercom tickets to user group and automation features.

**What do you dislike about Fin?**

It could be easier to merge duplicate tickets. 
The automatic SPAM filtering doesn't learn very well, and sometimes essential and urgent tickets are found in the spam folder.

**What problems is Fin solving and how is that benefiting you?**

Enduser, developer and OEM support. Also some sales and advertising tasks.

**Official Response from Eabha O'Sullivan:**

> Thanks for taking the time to leave us a review. It's great to hear that you're finding it easy to assign tickets using Intercom, I hope this is saving you some time in your day. 

Thanks for your feedback around duplicate tickets, we're always looking for ways in which we can improve so I will let the team know this. 

Thanks,
Eabha (Customer Engagement)

  ### 37. It is really nice to be conversation focused using intercom but is expensive.

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** August 26, 2021

**What do you like best about Fin?**

The UI is awesome and the usability is pretty intuitive

**What do you dislike about Fin?**

The search within the chat and the setup is a bit complicated

**What problems is Fin solving and how is that benefiting you?**

We used intercom for all the welcome messages on our platform and for in-app communication

  ### 38. Excellent Customer relationship tool with an easy to use interface and top-notch support team

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** March 25, 2021

**What do you like best about Fin?**

I've been in contact with various members of their support team and everyone has been excellent. Quick to respond and always following up. They've always given me a good explanation for every question I ask and then directed me to their knowledge base.

**What do you dislike about Fin?**

I didn't find it easy to collect information and data to gauge the success of the tours and certain chatbot features.

**What problems is Fin solving and how is that benefiting you?**

Intercom is our all in one customer support tool and it's perfect for showcasing our knowledge base of FAQs, how-to guides and video tutorials. We've also recently used their chatbot for triaging support inquiries and started launching tours.

**Official Response from Kate Sugrue:**

> Thanks for reviewing your Intercom experience. I'm glad to hear we're helping power your customer support funnel, including proactive and self-serve support elements. It's great to hear you've had such a good experience with our support team also - I'll pass this on to them as it will make their day!

I appreciate your feedback regarding demonstrating results and will make sure to pass that back to our product team. It's crucial you're easily able to see and report on the value Intercom is driving for your company.

Thanks again,
Kate (Intercom - Customer Engagement)

  ### 39. Great for customer support

**Rating:** 4.0/5.0 stars

**Reviewed by:** Tony M. | President, Small-Business (50 or fewer emp.)

**Reviewed Date:** May 21, 2021

**What do you like best about Fin?**

Chat system and ability to quickly answer questions with existing articles.

**What do you dislike about Fin?**

phone app chat not as fluid as website. Article interface, when adding to a collection not intuitive. You can easily forget to add to a collection because of the hidden window. Should be made part of the flow of a new article.

**What problems is Fin solving and how is that benefiting you?**

We use if for user support and engaging new prospects. Also providing clear and simple help docs.

  ### 40. Love that push notifications and email are all in one place

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.)

**Reviewed Date:** April 19, 2021

**What do you like best about Fin?**

It's really useful to have a platform that has email capability as well as push notifications and provides a really great visual of if/then logic for automated workflows.

**What do you dislike about Fin?**

A/B testing isn't in a "set it and forget it" phase right now (you have to monitor a campaign's progress), and some of the analytics are lacking.

**Recommendations to others considering Fin:**

Their customer support team is incredible.

**What problems is Fin solving and how is that benefiting you?**

We're solving problems with Intercom by helping to create automated workflows, and combine email and push notifications.

  ### 41. Good product, too pricey for desired features

**Rating:** 4.0/5.0 stars

**Reviewed by:** Matt L. | Small-Business (50 or fewer emp.)

**Reviewed Date:** December 04, 2020

**What do you like best about Fin?**

I like the UI of Intercom and its branding. The front-facing/customer-facing UI/UX is solid, which helps my business look more polished. They have robust features, enabling us to trigger personalized messages to enrich/improve customer support. Impressive web and mobile apps.

**What do you dislike about Fin?**

Saved replies should be included in the lowest cost tier. This is basic functionality but Intercom blocks its users from unlocking the feature unless the customer pays $99/month. This is silly.

**Recommendations to others considering Fin:**

Good but pricey product

**What problems is Fin solving and how is that benefiting you?**

Intercom allows us to more effectively capture lead data and communicate with them when they are making a purchasing decision. Their mobile app allows us to communicate with users on the go.

**Official Response from Kate Sugrue:**

> Thanks for leaving us this review Matt and letting us know about your Intercom experience. I'm glad to hear you're so happy with the UX and we're helping your business looked more polished.

We always try to align the cost you pay with the value you see from our platform so if you'd like to chat with someone about your pricing options please do get in touch via the messenger.

Thanks again,
Kate (Intercom - Customer Engagement)

  ### 42. Helps with the ability to stay in contact with customers

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 22, 2021

**What do you like best about Fin?**

Ability to jump back and forth between multiple customers at once.

**What do you dislike about Fin?**

Sometimes the reporting can be tricky to find exactly what you want.

**What problems is Fin solving and how is that benefiting you?**

We can communicate effectively with all customers.

**Official Response from Eabha O'Sullivan:**

> Thanks for taking the time to review Intercom, and for letting us know that you're finding it beneficial to be able to jump from conversation to conversation!

Thanks for your feedback around reporting, we are always looking for ways to improve this so your feedback is valuable! 

Thanks,
Eabha (Customer Engagement)


  ### 43. Intercom is changing how we handle client onboarding!

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Market Research | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 30, 2021

**What do you like best about Fin?**

I enjoy Intercom tours and chatbot functionality.

**What do you dislike about Fin?**

Currently, there's nothing to dislike. There's a lot to learn but nothing to dislike.

**What problems is Fin solving and how is that benefiting you?**

Client onboarding with intercom tours.

**Official Response from Eabha O'Sullivan:**

> Thanks for taking the time to leave Intercom a review and letting us know that you find our tours and chatbot helpful. 

To make sure you are learning all Intercom has to offer, we have Intercom Academy (academy.intercom) which we developed to help our customers upskill in Intercom.

Thanks,
Eabha (Customer Engagement)

  ### 44. Good Product

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.)

**Reviewed Date:** May 27, 2021

**What do you like best about Fin?**

It is pretty straightforward. Customer conversations are well organized.

**What do you dislike about Fin?**

You cannot download macros as a CSV. Also, each user profile on IC is assigned an email address which contains a large string of characters. I find a lot of these emails go into people's spam folders. Being able to connect it into gmail and other emails so the emails are generated from them would be a great option.

**Recommendations to others considering Fin:**

Better connections to email, macro download, view all attachments sent on a customer's profile.

**What problems is Fin solving and how is that benefiting you?**

Customer communication and history is very easy to see and manage.

**Official Response from Eabha O'Sullivan:**

> Thanks for taking the time to leave us a review. It's great to hear that you think our product is straightforward and that customer conversations are easy for you to manage. We're always looking for ways that we can improve our product so I will make sure to pass your feedback on downloading macros as a CSV to the relevant team. For your comment about emails, you can change your settings so that the emails come from your own company email address. You can see more information about this here: https://www.intercom.com/help/en/articles/182-a-guide-to-sending-email-from-your-own-address

Thanks,
Eabha (Customer Engagement)

  ### 45. Support on Intercom

**Rating:** 4.0/5.0 stars

**Reviewed by:** Manoela L. | Customer Success - Support Team, Mid-Market (51-1000 emp.)

**Reviewed Date:** March 15, 2021

**What do you like best about Fin?**

We liked the custom reports, the chatbots, and also Round Robin.

**What do you dislike about Fin?**

Most of the things we need are made from APIs or are paid features.

**What problems is Fin solving and how is that benefiting you?**

We can make a better trial with the custom bots to get more informations from clients. That helps us to get more information once we start the support conversation.

**Official Response from Kate Sugrue:**

> Thanks for taking the time to review Intercom Manoela. It's great to hear that our automation tools are helping you inform and speed up your support conversations.

Kate (Intercom - Customer Engagement)

  ### 46. not sure

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.)

**Reviewed Date:** April 19, 2021

**What do you like best about Fin?**

Its fast and easy to navigate, don't have to click around a bunch to fill out stuff

**What do you dislike about Fin?**

it takes a long time to get responses from their support team regarding *bug* issues. I will go 5 weeks without hearing something after the initial response.
Sometimes the website is laggy.
Working in custom bots is confusing

**What problems is Fin solving and how is that benefiting you?**

We solve IT issues via intercom. the benefits are the ease of use for techs, and for the clients.

**Official Response from Kate Sugrue:**

> Thanks for leaving us this review and letting us know about your Intercom experience. I'm glad both you and your customers are finding the system so easy to use.

I'll make sure to pass your feedback regarding bug reporting on to our support team. When it comes to bugs every one is different, so whereas some can be resolved in a matter of minutes, others take a bit longer to work through.

Thanks again,
Kate (Intercom - Customer Engagement)

  ### 47. Resolving support cases for your team, customers and beyond!

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Events Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 15, 2020

**What do you like best about Fin?**

The staff is the most helpful aspect!  They guided me on what to do and troubleshooted my issues that weren't covered in help articles.

The upside of having Intercom is coordinating, tracking, and reporting support issues with tags, bots, and more!

**What do you dislike about Fin?**

I wish the support team was more accessible.  When you can chat with them, they're a godsend.  When you have to wait for one, it feels like waiting for paint to dry over days.

If you're in healthcare, be extra careful to not forward any email threads (even if sent to different recipients) to Intercom because all the recipients will be added to that one thread.  This technically can be fixed with a rule that detects these recipients are at different domains/institutions and shouldn't be linked as strangers.  However, this recurring issue can cause companies, which are trying to protect the privacy of their customers. to lose credibility, trust, and even a sale.

**What problems is Fin solving and how is that benefiting you?**

We're solving the issue of engagement with Intercom to help automate support in some aspects.  Some benefits that we've realized include better coordination of picking up support cases, personalizing replies based on custom attributes supplied from our database in real-time, and reporting of stats on issues, team performance, etc.

**Official Response from Phil Byrne:**

> Hello!

Thanks so much for leaving us a review. I'm glad you've implemented the rule of not including folks from different domains in conversations when CCd, and I agree this could be a little more easily discoverable. I'll flag this review with the product team.

A quick note about support response times - we recently went through a period where we weren't able to keep up with support volume and definitely weren't giving our customers the level of support we'd have liked to. I'm glad to report that we're out of that period now, and should be set to give an improved level of service to all of our customers. Thanks for your patience, and thanks as always for choosing us as your support partners 💙

All the best,
Phil.

  ### 48. Great product

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 13, 2020

**What do you like best about Fin?**

The base product (the chat functionality) is fantastic and simple to use for both the customer and support worker. People who use it find it simple, and less threatening than having to phone someone. It also allows for a lot of automation saving us time and money. It is impressive considering most of the features are early days, but i wish they where priced a bit better.

We really like the different inboxes which an be used

**What do you dislike about Fin?**

Segmentation is limited at best, and marketing functionality lacking and overpriced. Support staff often take a long time to respond and do not come up with anything useful. The constant "we will pass it to the team" response is annoying at best. 

Too many bugs in the data with messages often not being sent to users correctly. Also price per seat is crazy, considering we use part time freelancers, meaning the annual contract is totally out of reach for us. It seems to disadvantage growing startups

**Recommendations to others considering Fin:**

I think its great but slightly overpriced. it is the product to go for if you are looking for an effective live chat system for your customers. easy to use and user friendly.

**What problems is Fin solving and how is that benefiting you?**

We are able to chat to our customers and drive more engagement through interaction and automation. Intercom also allows us to have a 24/7 way for our customers to reach us without having to run an expensive telephone department. It is easy to train new employees and get everyone up and running.

We also needed automation for our commonly asked questions to free up our support workers to tutor students. this was important to us as without it our costs would not make the chat system worth it

**Official Response from Phil Byrne:**

> Hi there,

Thanks for your review - they're all appreciated, and we try to take the time to reply to each one. 

I'd love to know more about the segmentation issues you're having, as our team uses our Series product (with the segmentation built into Intercom) for our own outreach. I'd love to give more specific feedback to our product team to see how we can improve.

Regarding your freelancer Inbox seats and annual contracts, please feel free to reach out to our sales team and report this as a blocker. They should have some recommendations on how to work around this for your use case.  

Regarding our recent support response times - we recently went through a period where we weren't able to keep up with support volume and definitely weren't giving our customers the level of support we'd have liked to. I'm glad to report that we're out of that period now, and should be set to give an improved level of service to all of our customers. Thanks for your patience, and thanks as always for choosing us as your support partners 💙

Thanks for your time, and thanks for betting on Intercom!
Phil



  ### 49. It is an useful tool to communicate with our customers, once we've learnt how to use the functions.

**Rating:** 4.0/5.0 stars

**Reviewed by:** Ami S. | Restaurant Specialist, Enterprise (> 1000 emp.)

**Reviewed Date:** May 06, 2021

**What do you like best about Fin?**

Easy to create a customer-facing message that does not require IT language at all.

**What do you dislike about Fin?**

I might be unaware of how to use the system, but managing TAGs is complex. For example, we need to create new tags and delete old Tags to avoid duplications manually.

**What problems is Fin solving and how is that benefiting you?**

Sending mass e-mail and newsletters to many partners at a time. It has saved us a lot of time.

**Official Response from Kate Sugrue:**

> Hi Ami, thanks for taking the time to review Intercom and letting us know how much time our tools are saving you!

I'll make sure to flag you tags feedback with our product team as we're always looking for ways to make our product even better:)

Thanks,
Kate (Intercom - Customer Engagement)

  ### 50. Intercom gets expensive, but few platforms offer so many tools in one.

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 12, 2020

**What do you like best about Fin?**

Being able to have full conversations with our customers in one place is incredibly powerful - from the first time they land on our site through to any customer service questions, we have a decent picture of what each user is interested in and asking us about.

Also worth mentioning that Intercom is constantly adding really useful new features, it definitely feels like work in progress but in a good way.

**What do you dislike about Fin?**

Intercom gets expensive - as more users join your site the bill will rise pretty drastically, then as you add features which feel pretty essential you'll start seeing hundreds of dollars of extra being added to your invoice. I really wish there was a more understandable pricing plan rather than the model of adding features on one by one.

**What problems is Fin solving and how is that benefiting you?**

We use Intercom to connect with our users via live chat, on site banners, and email - it's our primary way to communicate with users. With the newly launched Series tool we can now prioritise those communications based on how a user engages with our site, which has made our messaging feel even more personalised.

**Official Response from Phil Byrne:**

> Hi there,

Thanks so much for taking the time to leave us a review. Regarding your feedback on our pricing model and anticipating your bill, I feel your pain. This is part of some work we're prioritising for early next year, so watch this space!

All the best,
Phil


## Fin Discussions
  - [What is the best way to deal with emails sent to your personal email and getting into the help desk?](https://www.g2.com/discussions/what-is-the-best-way-to-deal-with-emails-sent-to-your-personal-email-and-getting-into-the-help-desk) - 1 comment, 3 upvotes
  - [While interaction can be audio visual emojies be developed](https://www.g2.com/discussions/15032-while-interaction-can-be-audio-visual-emojies-be-developed) - 2 comments, 2 upvotes
  - [How do you send e-mails and chat for a list of e-mails?](https://www.g2.com/discussions/how-do-you-send-e-mails-and-chat-for-a-list-of-e-mails) - 1 comment, 1 upvote
  - [Can you add a feature that lets users customize the notification sound for different inboxes?](https://www.g2.com/discussions/50600-can-you-add-a-feature-that-lets-users-customize-the-notification-sound-for-different-inboxes) - 1 comment, 1 upvote
  - [What's the best way to tag group audiences at once?](https://www.g2.com/discussions/50515-what-s-the-best-way-to-tag-group-audiences-at-once) - 1 comment, 1 upvote

- [View Fin pricing details and edition comparison](https://www.g2.com/products/fin/reviews?filters%5Bnps_score%5D%5B%5D=4&page=10&section=pricing&secure%5Bexpires_at%5D=2026-08-14+13%3A58%3A02+-0500&secure%5Bsession_id%5D=7401d18a-6614-4cb4-8faa-76a5f718018f&secure%5Btoken%5D=65848feb37da28be6c4cb8764afe3a54ba4eb57305ef320f6815805423764ce0&format=llm_user)
## Fin Integrations
  - [Aircall](https://www.g2.com/products/aircall/reviews)
  - [Amplitude Analytics](https://www.g2.com/products/amplitude-analytics/reviews)
  - [Asana](https://www.g2.com/products/asana/reviews)
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  - [Baremetrics](https://www.g2.com/products/baremetrics/reviews)
  - [Basecone](https://www.g2.com/products/basecone/reviews)
  - [Box](https://www.g2.com/products/box/reviews)
  - [Canny](https://www.g2.com/products/canny/reviews)
  - [ChurnZero](https://www.g2.com/products/churnzero/reviews)
  - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews)
  - [Claude Code](https://www.g2.com/products/anthropic-claude-code/reviews)
  - [Confluence](https://www.g2.com/products/confluence/reviews)
  - [Covideo](https://www.g2.com/products/covideo/reviews)
  - [Fullstory](https://www.g2.com/products/fullstory/reviews)
  - [Glide Classic](https://www.g2.com/products/glide-glide-classic/reviews)
  - [Google Workspace](https://www.g2.com/products/google-workspace/reviews)
  - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews)
  - [IBM watsonx Orchestrate](https://www.g2.com/products/ibm-watsonx-orchestrate/reviews)
  - [Instatus](https://www.g2.com/products/instatus/reviews)
  - [Jam.dev](https://www.g2.com/products/jam-dev/reviews)
  - [Jira](https://www.g2.com/products/jira/reviews)
  - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews)
  - [Juicer](https://www.g2.com/products/juicer/reviews)
  - [Kissflow](https://www.g2.com/products/kissflow/reviews)
  - [Linear](https://www.g2.com/products/linear/reviews)
  - [Mitti (by SafetyCulture)](https://www.g2.com/products/safetyculturehq/reviews)
  - [n8n](https://www.g2.com/products/n8n/reviews)
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  - [Stripe Connect](https://www.g2.com/products/stripe-connect/reviews)
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  - [Zoho Mail](https://www.g2.com/products/zoho-mail/reviews)

## Fin Features
**Additional Functionality**
- Tagging
- Natural Language Processing
- Data Extraction
- Multi-Language
- Predictive Analytics
- Drag & Drop
- Speech Recognition
- Reporting/Analytics
- Data Storage Management
- Virtual Personal Assistant (VPA)
- AI Copilot
- Customer Segmentation
- Collaboration Tools
- Data Import/Export
- Generative AI
- For eCommerce
- Role-Based Permissions
- Customizable Branding
- Search/Filter
- Monitoring
- Document Management
- API
- Data Visualization
- Trend Analysis
- Machine Learning
- Access Controls/Permissions
- Alerts/Escalation
- Performance Metrics
- Real-Time Data
- Third-Party Integrations
- Mobile App
- Multiple Data Sources
- For Sales Teams/Organizations
- Sentiment Analysis
- Activity Dashboard
- Chatbot
- Workflow Automation

**Additional Functionality**
- Third-Party Integrations
- To-Do List
- @mentions
- Single Sign On
- File Management
- Activity Dashboard
- Drag & Drop
- Alerts/Notifications
- Prioritization
- Access Controls/Permissions
- Screen Sharing
- Content Management
- Brainstorming
- AI Copilot
- File Transfer
- Calendar Management
- Status Tracking
- Real-Time Notifications
- Version Control
- Task Management
- Activity Tracking
- Real Time Editing
- Communication Management
- Chat/Messaging
- Tagging
- Generative AI
- Assignment Management
- Task Scheduling
- Project Management
- Collaboration Tools
- Workflow Management
- Secure Data Storage
- File Sharing
- Document Storage
- Task Progress Tracking
- Discussions/Forums
- Commenting/Notes
- Reporting & Statistics
- Contact Management
- Video Conferencing
- Progress Tracking
- Mobile Access
- API
- Document Management
- Customizable Branding

**Dashboard**
- Dashboard

**Speech Recognition**
- Speech Recognition

**Compliance Management**
- Compliance Management

**Autonomous Task Execution**
- Autonomous Task Execution

**Sentiment Analysis**
- Sentiment Analysis

**Data Security**
- Data Security

**Third-Party Integration**
- Third-Party Integration

**Human-in-the-loop (HITL)**
- Human-in-the-loop (HITL)

**Agentic Task Execution**
- Agentic Task Execution

**Natural Language Processing**
- Natural Language Processing

**Conversational AI**
- Conversational AI

**Performance Metrics**
- Performance Metrics

**Interaction Tracking**
- Interaction Tracking

**Knowledge Base Management**
- Knowledge Base Management

**CRM Integration**
- CRM Integration

**Inquiry Routing**
- Inquiry Routing

**Contextual Guidance**
- Contextual Guidance

**Communications Management**
- Communications Management

**Proactive Chat**
- Proactive Chat

**Ticket Management**
- Ticket Management

**Ticket and Case Management**
- Ticket creation user experience
- Ticket response user experience
- Workflow
- Response Automation
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer and Contacts Database
- Workflow Management
- Knowledge Base Management
- Ticket Management
- Call Center Management
- Queue Management
- Inbox Management
- Support Ticket Management
- Email Management

**Messenger**
- Sequencing
- AI
- Video Chat
- Customization Interface
- Generative AI

**User Analysis**
- Survey Implementation
- Data Analysis
- Real-Time Data
- Real-Time Notifications

**Channels**
- Multi-Channel Coverage
- Open Listening

**Productivity Tools**
- Notes
- Internal Discussion
- Assignments and Tasks
- Workflows
- Templates
- Integrations
- Tagging System

**Responses**
- Personalization
- Route To Human
- Natural Language Understanding (NLU)
- Multi-Language

**Responses**
- Customization
- Control
- Route To Human
- Menu bars
- Drip sequences

**Conversational Platform**
- Personalization
- Omnichannel
- Contextual Engagement
- Proactive Engagement

**Customer Support**
- Text
- Speech
- Knowledge Base
- Knowledge Base Management

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Generative AI

**Generative AI**
- AI Text Summarization

**Generative AI**
- AI Text Summarization

**Automation - AI Agents**
- Sales Follow-Up
- Customer Interaction Automation
- Document Processing
- Feedback Collection
- Natural Language Processing
- Simulation and Scenario Generation

**Natural Language Interaction - Conversational Interface Agents **
- Natural Language Query Understanding
- Multi-Turn Conversation Management
- Voice & Text Interface Support

**Player Support Channels - Player Support Platforms**
- In-Game Support
- Multi-Channel Access
- Self-Service Help Center

**Self-Service Experience**
- Knowledge Base
- Searchable Articles
- Mobile Optimization
- Personalization

**Communication**
- Pop-up Chat
- Notifications
- Targeted Emails
- In-App Messaging
- Co-Browsing
- Real-Time Notifications
- Real-time Consumer-facing Chat

**Process**
- Mentions
- Tickets
- Macros

**Channels**
- Social Media Integration
- Website
- Text Message (SMS)
- Voice Assistants
- Other
- Multi-Channel Marketing

**User Support**
- User Segmentation
- Multi-Language Support
- Behavior-responsive Messaging

**Design**
- Personalization
- Inbound Identification
- Regulatory Compliance
- Batch Communications
- Multi-Channel Communication
- On-Demand Communications
- Interactive Content

**Analytics**
- Trends
- Performance Tracking
- Email Tracking

**Platform**
- Conversation Editor
- Integration
- Human-In-The-Loop
- Drag & Drop Editor
- Human-in-the-loop (HITL)

**Platform**
- Live chat
- Integrations
- Branding
- Analytics
- A/B testing
- Role-based access
- Collection of information
- Augmented Analytics
- Proactive Chat

**Support Automation**
- Intelligent Routing
- Seamless Escalation
- Transcripts
- Self-Serve Support

**Automation**
- Ticket Resolution
- Customization
- Intelligent Routing
- Customizable Templates

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Generative AI

**Autonomy -  AI Agents**
- Independent Decision Making
- Adaptive Responses
- Task Execution
- Problem Solving

**Intent & Action Handling - Conversational Interface Agents **
- Data Retrieval from Connected Systems
- Intent Recognition & Mapping
- Action & Workflow Triggering

**Support Operations - Player Support Platforms**
- Automated Resolution
- Player Context
- Case Management

**Self-Service Platform**
- Branding
- Automation
- Artificial Intelligence
- Integrations

** Internal Use**
- Customization 
- Conversation Archiving
- Lead Development
- Knowledge Base
- Team Inbox 
- Customer Profiles

**Channels**
- Email
- Social
- Live Chat
- Phone
- Text

**Customers**
- Audience Targeting
- Profiles
- Analytics
- Lead Gathering
- Sales Conversion
- Customer Service Analytics
- Reporting/Analytics

**Walkthrough Type**
- Audio-visual Walkthroughs
- Text Bubble Walkthroughs

**Artificial Intelligence**
- Learning
- Language
- Conversational AI
- Generative AI

**Generative AI**
- AI Text Summarization
- Generative AI

**Generative AI**
- AI Text Summarization

**Generative AI**
- AI Text Summarization

**Generative AI**
- AI Text Summarization
- Generative AI

**Customer Query Resolution - AI Customer Support Agents**
- Automated Ticket Resolution
- Contextual Response Generation
- Sentiment Analysis
- Knowledge Base Utilization
- Multilingual Support

**Agentic AI - Help Desk**
- Autonomous Task Execution
- Natural Language Interaction
- Proactive Assistance

**Agentic AI - AI Agents**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making

**Agentic AI - Shared Inbox**
- Autonomous Task Execution
- Decision Making

**Context & Personalization - Conversational Interface Agents **
- Conversation Context Persistence
- User Identity & Permission Awareness

**Additional Functionality**
- Real-Time Analytics
- Email Management
- API
- Single Sign On
- Search/Filter
- Collaboration Tools
- Third-Party Integrations
- Activity Dashboard
- Canned Responses
- Surveys & Feedback
- Reporting/Analytics
- Transfers/Routing
- Geotargeting
- Interaction Tracking
- CRM
- Transcripts/Chat History
- Document Storage
- Screen Sharing
- Contact Management
- Autoresponders
- Multi-Channel Communication
- Mobile Access
- AI Copilot
- Offline Form
- Real-Time Monitoring
- Support Ticket Management
- File Sharing

**Additional Functionality**
- Agent Collaboration
- Data Governance
- Prompt Engineering
- Feedback Management
- For No-Code Development
- Version Control
- Role-Based Permissions
- Dynamic Modeling
- API
- Memory Management
- Monitoring
- Scalability
- Cost Management
- Scheduling
- Natural Language Interface
- Access Controls/Permissions
- Multiple LLM Models
- Integration Management
- Customizable Frameworks
- Pre-built Templates
- Analytics
- Intent Recognition
- Contextual Guidance
- Rules-Based Workflow
- Attended Automation
- Drag & Drop
- For Sales/Marketing
- Generative AI
- Business Process Automation
- AI Copilot
- Third-Party Integrations
- Multi-Channel Communication
- Sentiment Analysis
- Deep Learning
- Code-free Development
- Compliance Management
- Automated Responses
- Knowledge Management
- Transfers/Routing
- Personalization
- Activity Dashboard
- Customer Experience Management
- Virtual Personal Assistant (VPA)
- Chatbot
- Speech Recognition
- Reporting/Analytics
- Task Management
- Customer Engagement
- AI/Machine Learning
- Configurable Workflow
- Unattended Automation
- Conversation Intelligence
- Workflow Automation
- Proactive Error Detection

**Additional Functionality**
- Customer Surveys
- Lead Qualification
- Transcripts/Chat History
- Language Detection
- Pre-Configured Bot
- Lead Capture
- Code-free Development
- Natural Language Processing
- Multi-Language
- For Sales/Marketing
- Contextual Guidance
- Automated Responses
- Customer Support
- Chatbot
- Intent Recognition
- Sentiment Analysis
- Customer Experience Management
- Query Suggestions
- Transfers/Routing
- AI Copilot
- Canned Responses
- AI/Machine Learning
- Multi-Channel Communication
- Automated Routing
- Workflow Automation

**Additional Functionality**
- Chat/Messaging
- Customer Database
- Customizable Branding
- Call Recording
- Autoresponders
- IVR
- Email Management
- Template Management
- SMS Messaging
- Surveys & Feedback
- Content Management
- Knowledge Base Management
- Compliance Management
- Multi-Language
- Interaction Tracking
- Third-Party Integrations
- Social Media Integration
- Workflow Management
- Customer History
- Activity Dashboard
- AI Copilot
- Video Support
- CRM
- Inbox Management
- API
- Alerts/Notifications
- Feedback Management
- Reporting & Statistics
- Collaboration Tools
- Activity Tracking

**Additional Functionality**
- Workflow Management
- Interaction Tracking
- Alerts/Notifications
- Single Sign On
- Self Service Portal
- Real-Time Analytics
- Customer Database
- Client Portal
- Inventory Management
- Tagging
- Configurable Workflow
- Customer History
- Surveys & Feedback
- Support Ticket Management
- Service Level Agreement (SLA) Management
- Widgets
- Search/Filter
- Chatbot
- Email Templates
- Activity Tracking
- Feedback Management
- Real-Time Data
- API
- Reporting/Analytics
- Event Triggered Actions
- Website Integration
- Help Desk Management
- Call Center Management
- Queue Management
- SSL Security
- Social Media Integration
- CRM
- Chat/Messaging
- Live Chat
- AI Copilot
- Customizable Reports
- Email Management
- Customizable Branding
- Reporting & Statistics
- Real-Time Notifications
- Access Controls/Permissions
- Customizable Forms
- Customer Communication
- Activity Dashboard
- Third-Party Integrations
- Customizable Fields
- Multi-Channel Communication
- Application Management
- Communication Management
- Role-Based Permissions

**Insight**
- Surveys
- Reporting
- Visitor Activity
- Help Desk

**Platform Basics - Digital Adoption Platform**
- Integration
- Communications

**Customer Interaction Automation - AI Customer Support Agents**
- Proactive Customer Outreach
- Feedback Collection
- Escalation Handling
- Workflow Optimization

**Agentic AI - Customer Self-Service**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making

**Agentic AI - Conversational Marketing**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making
- Third-Party Integrations
- Multi-Language

**Enterprise Integration & Deployment - Conversational Interface Agents **
- Enterprise Application Integrations
- Security & Access Controls

**Additional Functionality**
- Customizable Fields
- API
- Real-Time Notifications
- Lead Nurturing
- Human Handover
- Lead Management
- Product Recommendations
- Customer Experience Management
- SMS Messaging
- Appointment Management
- Chat/Messaging
- Real-Time Monitoring
- Lead Distribution
- Campaign Segmentation
- Data Import/Export
- A/B Testing
- Real-Time Data
- Real-time Conversations
- Customizable Branding
- Lead Qualification
- Template Management
- Autoresponders
- Contact Database
- Customer Segmentation
- One-to-One Messaging
- Communication Management
- Campaign Management
- Activity Dashboard
- Lead Capture
- Appointment Scheduling
- Reporting & Statistics
- Event Triggered Actions
- Chatbot
- Group Messaging
- AI Copilot
- Customer Database
- Multi-Channel Communication
- Email Automation
- Surveys & Feedback
- CRM
- Engagement Tracking

**Communication Channels**
- Customer Portal
- Email to Case
- Chat/Live Support
- Social Integration
- Voice
- Video Chat

**Analytics - Digital Adoption Platform**
- Analytics
- Reporting/Analytics
- Visual Analytics
- Real-Time Analytics

**Functions - Digital Adoption Platform**
- Customer self-service
- In-app guidance
- Contextual Guidance

**Agentic AI - Digital Adoption Platform**
- Adaptive Learning
- Asynchronous Learning
- Blended Learning
- Self-paced Learning

**Additional Functionality**
- Customer Experience Management
- Generative AI
- Workflow Management
- AI Copilot
- Task Management
- Progress Tracking
- Alerts/Notifications
- In-App Training
- Behavior Tracking
- Gamification
- Knowledge Base Management
- Audience Targeting
- Customizable Fields
- Reporting & Statistics
- Customizable Reports
- Performance Metrics
- Launch Management
- Content Library
- API
- User Onboarding
- Customizable Branding
- Event Triggered Actions
- Engagement Tracking
- Self Service Portal
- Data Quality Control
- Data Import/Export
- Employee Onboarding
- Self Service Tools
- Survey/Poll Management
- Learning Management
- Content Management
- Customizable Templates
- Interactive Content
- Activity Tracking
- Activity Dashboard
- Monitoring
- Training Management
- Communication Management
- Surveys & Feedback
- Content Creation

**Platform**
- Mobile User Support
- Customization 
- User, Role, and Access Management
- Third-Party Integrations
- Reporting
- Activity Dashboard
- Mobile Access

**Automation**
- Customer Interaction Automation
- Feedback Collection
- Document Processing

**Autonomy**
- Independent Decision Making
- Adaptive Responses
- Task Execution
- Problem Solving

**Additional Functionality**
- Automated Routing
- Chatbot
- Reporting & Statistics
- Autoresponders
- AI Copilot
- Real-Time Monitoring
- CRM
- Gamification
- Conversation Intelligence
- Customizable Fields
- Surveys & Feedback
- Key Performance Indicators
- Collaboration Tools
- Multi-Channel Communication
- Voice Recognition
- Live Chat
- Task Automation
- IVR
- Language Detection
- Multiple Data Sources
- Predictive Analytics
- API
- Alerts/Escalation
- Data Security
- Interaction Tracking
- Prioritization
- Secure Data Storage
- Macros/Templated Responses
- Performance Metrics
- Single Sign On
- Mobile App
- Reporting/Analytics
- Access Controls/Permissions
- Email Templates
- Real-Time Notifications
- Automated Responses
- Data Import/Export
- Personalization
- Workflow Automation

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