FinFin is the Customer Agent company delivering customer experiences across support, sales, and commerce. More than 30,000 companies use Fin products. Fin resolves over 2 million conversations weekly and has surpassed $400M in annual recurring revenue. Founded as Intercom in 2011, the company evolved its product, infrastructure, and team around AI-powered customer communication. Fin is a privately held software company with more than 1,400 employees across six global offices.
Fin (intercom.io) has 524 customer reviews on Five Star Index, with an average rating of 3.5 out of 5.
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Showing 124 reviews with 1 star · Clear filters
Mx
DON'T WASTE YOUR MONEY. The support is horror, their team doesn't give a damn about you, they just ignore IMPORTANT requests for years
Response from FinDec 15, 2021
Hi there, I'm really sorry to hear that you feel Intercom doesn't care about our customers, we really do. I'd love to get some more information on your situation so I can help solve this issue. Thanks, Eabha
Stefan K.
If you plan on using intercom for email campaigns for your current customer base, I strongly recommend you look for a different solution. It's only possible to use templates that are Intercom branded. The only other option is creating an email with css/html making it as user-unfriendly as it possibly can be. Also, customer support is super slow - and make you feel like you are the problem.
Response from FinDec 15, 2021
Hi Stefan, We appreciate you taking the time to leave us a review and let us know about your recent experience. I'm really sorry to hear that you have found our support not to be helpful. I've looked into your account and can see you were chatting with Tom and he's followed up with you twice - let me know if you've had any issues receiving that and I can follow up with Tom. We want to get this problem solved ASAP. Thanks, Eabha (Customer Engagement)
Anastasia A.
I wish there was an easier way to switch from Intercom :( Support takes ages to respond, AM are changing every month, it's impossible to ask for help :( More complex systems like outages and a limit of chats are not possible to fully set up, we have to develop our own solutions. I strongly recommend anyone against using this product ever.
Response from FinAug 18, 2021
Hi Anastasia, thanks for taking the time to let us know about your recent experience. I’m really sorry to hear your interactions with Intercom have lacked consistency, it’s something we try hard to avoid where at all possible. I believe Stephanie has since been in contact and had a really productive session with you and your team. Hopefully this is a turning point and we can find a better way of working going forward. Please let us know any way that we can help in the future by getting in touch via the Messenger. Eabha (Customer Engagement)
David
Pathetic customer support experience. They are selling customer support chat software but they dont have their own chat support team to help new clients. We signed up for a trial version 2 weeks back and integrated it into our website. Now we are not able to upgrade the software as there is no such self-serve option to upgrade in the application. They force you to chat with support to upgrade but they don't have agents to provide you a simple live support. Talked to almost 10-15 reps with an avg response time of 2 days. But none of them knows how to help clients to upgrade. Seems they have agents sittings in Somalia or Philippines, who are not trained enough. It's a shame that they don't have their own chat support team and they are selling the chat support software. So if you don't want to waste your time and money, look for other options.
Response from FinAug 10, 2021
Hi David 👋 Bobby here — I lead Intercom’s Customer Support Team and wanted to thank you for your feedback. This is certainly not the experience we aim to provide so would love to get on the same page, sort things out, and turn things around if we can! Our global team is located at our Dublin, Chicago, SF, and Sydney. For our more advanced plans we connect customers with our Sales team in order to find customers the best fit and value. This is meant to be a fast process (time matters when choosing a new solution!) but it sounds like this did not happen in your case? Happy to connect and chat more if you’d like and I hope this clarifies your concerns! Thanks for reading, take care David!
Sheri
Unbelievably dreadful customer service. Our email sending has been blocked for the 3rd time (this time for nearly 24 hours and counting!!!) and has prevented us from running our business. We finally recieved a canned response about why the block happened (which we were aware of and corrected) but our account sending is still frozen. Don't automatically block a user if you have no one available on customer service to help!!! Intercom used to be great but is not only very expensive, it now has abysmal customer service.
Response from FinJul 28, 2021
Hi Sheri, thanks for taking the time to leave us a review. I'm sorry to hear your experience with our customer service was so disappointing. I can understand how frustrating it was to have your emails blocked for this long and not be able to contact someone to fix it. I can see from your Intercom account that Max from our team is scheduling a call with your co-founder to talk through what happened and help mend the relationship we've damaged. I will also let the Customer Support leadership team know about this so we can improve and not have something like this happen again, not only to you but other customers as well. I really am sorry! Thanks, Eabha (Customer Engagement)
Alexey
A very complex and confusing messenger with an extremely inconvenient interface. There is no support for different languages in the interface. An extremely inconvenient way to track incoming chats and the inability to track visitors on the site. It is impossible to customize many things for yourself. such as notification sound, hotkeys, interface. How can i set everything up? The loading speed of incoming chats is much lower than that of similar programs. Not worth your attention.
Response from FinMay 17, 2021
Thanks for taking the time to review Intercom Alexey. I'm sorry to hear that our product has not met your expectations and I will ensure your feedback is sent on to the relevant product teams as we're always looking for more ways to help our customers succeed. Thanks again, Kate (Intercom - Customer Engagement)
Constantinos Y.
Such as SCAM with their pricing plan changes. We use them for 5 years now and their pricing techniques are shady. They doubled their pricing 'by mistake' and they don't even dare to answer!
Response from FinMay 5, 2021
Hi Constantinos, this is certainly not the customer experience we aim for. I can see that you've been speaking with your account rep Jonathan since you've posted this review and have been able to resolve the issue. Having said that, we'll still be looking into why any issues with your billing and response times occurred as I can imagine how frustrating it was. Thanks for being so candid in your review. Kate (Intercom - Customer Experience)
Marius
EDIT: It's funny how when you leave a bad review, suddenly they wake up and pretend they are reactive. The truth is, once you're on one of their plans, besides trying to upgrade you to a more expensive plan they take days or even weeks to reply, without even solving the issue at hand. How horrible is it to have a good product but such terrible service that you could never recommend it... Intercom has one of the worst customer support teams I have ever encountered. They are very good at selling you upgrades and add-ons, but when it comes to being there for you, helping you and assisting you, it's a ghost town and issues take forever to even get a reply. Replies which most of the time include "pay us for help" or "we can't help you". It's a good tool, but it definitely isn't the only one out there so stay away from Intercom if you think you'd ever need ANY sort of assistance. Oh, and now they changed their typical response time from "2 days" to "we'll reply as soon as we can"... How laughable is that for customer support? Good product but incapable and unresponsive support team = stay away from this unless you have your own IT guy / lady who can do everything himself / herself easily. @Intercom Team - don't even bother replying to this to pretend you're being reactive - you've lost another three paying customers with your lack of professionalism and trying to force-feed your upgrades down our throats. Goodbye.
Response from FinMar 29, 2021
Hi Marius, Bobby here — I lead Intercom’s Customer Support and wanted to check in on your feedback. I'm surprised to see this comment. The option to chat with the customer support team is available to all active customers, whether you're spending $50/month or $10,000/month. We also resolve almost all conversations -- finding a solution, giving you clear next steps, or in rare moments explaining why something can't be done (like a feature request). If you experienced something differently please let me know so I can follow up. On first response times: we aim for a few hours to 2 business days to be the maximum wait time for a conversation first response, depending on your subscription and the nature of the query (i.e. topic and urgency). We also match you by geo so once you’re with a teammate it should be a pretty fast response. Happy to connect and chat more if you’d like! If your mind is made up then I respect that and wish you the best. This survey takes time and I imagine you wouldn’t share this feedback if you didn’t care about us getting better, so I do appreciate it. Just write into the Messenger and ask the team to send you my way. Take care Marius!