As a small customer support team of two, Finn has been a huge game changer for us. Since refunds and cancellations are our top queries, Finn has been able to automate account and subscription cancellations and issue refunds to customers, saving our team hours each day.
The Procedures section has been incredibly useful because it lets us set our own guardrails. For example, anyone requesting a refund for a payment that’s over 14 days old gets sent straight to the customer support team, while anything under 14 days Finn will reply to.
We were also able to link our team inbox to Finn. It now receives all of our emails and escalates anything it can’t answer. This has been extremely beneficial because Finn captures the customer’s issue and any additional details we need, so we don’t have to dig around once something is escalated. Overall, it’s saved us a lot of time.
At first, the UI felt a bit confusing, but after a walkthrough it’s actually pretty easy to use. I love the inbox layout in Finn and how you can switch between different conversation groups (for example, unassigned, closed, assigned, etc.). It’s genuinely easy to navigate because everything is in one place, with no constant back and forth.
In terms of performance, Finn answers our customers very quickly, and we’ve received a lot of praise for it. Instead of customers waiting anywhere from 2 to 5 business days for a reply, they’re getting an instant response from Finn. Even when Finn can’t answer a question, the customer still gets an immediate message letting them know it will be escalated to the support team, so they’re not left waiting for days without any update while we work through the queue.
On pricing, yes, it is a bit pricey, but I do think you get your money’s worth. The resolution rate feels quite reasonable for what it does, and the team works with you really well around the budget you have to make sure you get what you need for what you can afford.
Support and onboarding have been absolutely exceptional. Their customer support team is second to none. Whenever I have an issue or question, it’s answered within minutes or a few hours. Their chat feature is brilliant, and they’ll walk you through any fixes instead of just telling you what to do. They take screenshots, link you to the right place, and tell you exactly what to input. They’re beyond helpful, and I couldn’t be more appreciative of their CS team. When it comes to bugs in particular, the team has jumped on them quickly and resolved issues I’ve had within minutes. If it’s a bug that isn’t an instant fix, they consistently reassure us that it’s being looked into, rather than saying it’ll be fixed at some point and then going quiet.
A
Verified User
Business Development Manager
Small-Business (50 or fewer emp.)
4.5/5
Fin provides high-quality answers by integrating with documentation and tools, which helps save time for the team. This efficiency allows for quicker responses to user inquiries, enhancing overall productivity.
I like Fin's quick response times and immediate assistance, and I appreciate the step-by-step breakdowns that guide me on how to execute things. The initial setup was quite easy and simple to follow.
Fin is the Customer Agent company delivering perfect customer experiences – from support to sales to commerce.
30,000+ companies use our products. Fin resolves over 2 million conversations weekly, is doubling growth year on year, and has surpassed $400M in annual recurring revenue.
Founded as Intercom in 2011, we revolutionized modern customer communication. When it became clear AI would fundamentally reshape the industry, we reinvented the company – rebuilding our product, infrastructure, and team around AI. Still founder-led, we're one of the largest and fastest-growing private software companies in the world, with more than 1,400 people across six global offices.
