FinReviews of intercom.io

Using Fin/Intercom has been an absolute nightmare from start to finish and I would not recommend it to anyone considering using it to improve their own CS as the customer service for the company itself is shocking. Using Fin so far has cost our company months of time and money wasted with absolutely no results to speak of and we are now in a worse spot than when we started, the issues we have faced have damaged existing client relationships and led to lots of lost leads. Overall a huge mistake for anyone who actually cares about their customers. To begin, we received noticed that our previous system and Intercom were cutting all ties at 3am one morning, a move that I believe was extremely unprofessional from both companies. Intercom was therefore offering Free Seats if we migrated. We considered using Intercom because of its range of features compared to it's competitors, and because we are a tech company who pride ourselves on Customer Service, Intercom looked like an all-encompassing and useful tool to achieve next-level customer service + we were already familiar with it's AI. What we experienced thus far however, has been a complete disregard by the people working at Intercom. We have been passed round from agent to agent when looking for simple answers on billing, onboarding/set-up and technical issues. When we migrated over, we received no onboarding support except outdated articles that literally made no-sense to the existing product. We had several calls with the customer success team and it took us months to figure out how best to transition as the help provided was unusable and the terms of our Free Seats consistently changed. Even the 'Fin Academy' provided no help, and was just a day on the 'benefits of AI' with individual sessions where the hosts said they can't help with use cases - a waste of 9 hours. After we had finally transitioned and got everything set up, we then discovered our data was being hosted on US data centres; being a UK company, legally we need to comply with EU data regulations - we reached out to Intercom and after weeks of back and forth were told we would have to do the move all over again MANUALLY. No responsibility was taken by Intercom for the workspace error, even though it was clear we are a UK company, they told us it was because we never went through Sales; we were never put in contact with Sales! The manual transition to EU workspace itself then included upwards of 200 bits of data that we were able to export from the system but not able to import to it. This should have been a clear sign that there are more people leaving Intercom than joining it. After this move, everything had changed within the app, again, pushing back set up by weeks. Having no onboarding help either time, meant setting up Fin has been the full-time project of 2 of our Management Team, deals and other projects have all been delayed. We did however persevere, thinking the pay off potential would be exceptional. The payoff however has been abysmal, unlike our experience with the first US workspace, Fin now seems to not be able to follow any guidance or knowledge and largely makes up what it wants to say. Inboxes aren't re-routed, we have a 'get Set-Up' pop-up which apparently is unable to be removed unless we connect Zendesk which we have no intention of doing, Fin sometimes does not reply to easily answerable tickets, plus we have a bug which means that no apostrophes work within automated messages??? And, when we have raised these issues, the Customer Service team are brazenly rude and do not read conversation history at all, giving contradictory and sometimes even blatantly wrong advice (probably all AI generated messages). After all this, it seemed to calm down this week - however because of the migrated workspace it seems the Intercom team put our package on trial because they couldn't figure out the original terms given to us. This means, this morning we woke up to no access to the service, hundreds of lost emails, all staff locked out, and, when we finally got a response and reactivated, all our workflows were paused and settings for all our team have been reset, including personal inbox messages which now seem to be non-existant. It is completely unacceptable, we have now spoken to over 7 representatives from Fin, only 1 of whom was useful and at that for about a day. We will now be looking into other alternatives, no amount of Free Seats is worth the money, time or effort spent on this company. I would absolutely not recommend this company, while the product may perform in some cases there is clearly no internal structure or care for diligence in customer success which makes onboarding and adoption completely impossible. Others should think carefully about the using this service as it may pose unnecessary damage to business.

Intercom/Fin has been great to work with for the past several years. We implemented AI from the beginning, and they've continued to iterate and create more tools to make it simple and smooth to use. It's saving us so much time and money so we can focus our CS team on our customers, instead of high volumes.

Intercom is always a reliable tool.

Worst support ever. Responding to your message or question takes over 4 hours. After that you have to wait days in order to have someone look into the error. And then finding out it's their issue so you'll need to wait weeks in order to send something out to your customers. And if you have more questions, you have to open 4 chats because multitasking is not possible for them. Would highly recommend looking into competitors before going into business with them

We've been with Intercom for over 5 x years now and what started out as a great software has exploded in costs so much we now have no choice but to look for an alternative. Our reward for being a loyal customer was for them to force us off their legacy pricing plans onto their new plans for a 25% increase in costs, whilst at the same time also reducing the discount we had from 20% to 10%. Not only that our account manager was trying to prevent us from reducing the number of seats on our account to lower costs and strong arm us into signing the deal because it was 'too late in the day'. Frankly I'm astounded by the level of greed from this company, but I guess the founders have sold to Salesforce now so who cares about the users who joined you along the way

Product is fine but not that good. Users tend to invlove human support in the end. The search engine implemented well in our website can do similar things with much cheaper solutions compared to Fin. Not sure if it's good investment for now considering the increasing cost. For technical Support, it is hard to say. General answers can be found in the articles. The techincal support team could do little about the issues until the internal team investigated them at a later time as the dev team is in somewhere of another region. I believe the customers really need "technical" support not general answers or templates from the support team. The features are documented but we need people who really understand the logic behind.

Fin is by far one of the best platforms in the customer support and customer experience space and their way of thinking products especially the AI like Operator it tells us how much effort they're putting into innovations developing. I'm really happy I am using Fin and it helped the organisation to deliver world class support. Keep being amazing!

I just used the Fin AI Agent on the platform.claude.com website, and it's absolutely useless. It's constantly lying to me about where to go and what to do. In one sentence it tells me that it can file support tickets for me, and even told me one was filed, in the next it tells me it doesn't have that functionality. King of gaslighting. Don't use, wouldn't recommend. Build your own.