Fin 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.
Also known as
intercom.io
Website
intercom.io
Category
Internet & Software
Location
San Francisco, California
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 50% of reviews.
Latest
Most recent review: September 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
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the worst suppost you can imagine, no live support, even when you have an emergency issue they don't respond on time and you have to wait till the next day usually. And imagine a software company that don't offer support on weekend!!! so if you submit an issue on Friday 99% you will get an answer on monday or tuesday and that answer is likely just asking you for more information to solve the case, awful awful support with low product knowledge and technical experience
Response from FinMay 11, 2026
Hi Zachary,
Andrew here, I’m a manager on our support team. Sorry to hear you that this experience with our team, for context we do provide support 24 hours per day, 7 days per week and always prioritize urgent requests especially on the weekend. You should also receive a high quality response from our team too, so I’d love to take a closer look so I can discuss this further with my leadership team to see where improvements need to be made. Something definitely went wrong here and I want to make sure we can make this right for you moving forward.
Please feel free to reach out to me directly [email protected] so I can investigate further.
CD
Candie D.
Support agents without product knowledge and with wrong answers
The worst customer support experience
Intercom’s support has been extremely disappointing. Agents consistently fail to read messages properly, respond with irrelevant templated answers, and, as a result, resolving even simple questions takes weeks.
In our latest experience, we wanted to test the Fin AI agent again after a year to evaluate whether it’s worth investing in. We had several straightforward questions. The first agent, JM, incorrectly stated that macros no longer need to be copied one by one. When he couldn’t help further, the conversation was reassigned to Bruna.
Bruna then informed us that we already had a 2-month Fin AI trial active. Not only does such a trial not exist as a standard offering, but she was also unable to explain why it had supposedly been enabled. Instead of clarifying the situation, she attempted to close the conversation with:
“Just please consider that this trial started on Mar 12, 2026. And it will end on May 12, 2026. Would that be all for today?”
This left us without a clear or correct answer.
When I asked to speak with a more experienced team member, she stated she was part of the advanced team, but eventually agreed to reassign the ticket. The next agent acknowledged that incorrect information had been provided, apologized, and offered to make up for the experience. The case was then passed to the Accounts team.
At that point, things got even worse. The new agent, Niamh, replied after a 2-day delay and opened with:
“Sorry for the delay, I missed your message.” This clearly showed she hadn’t reviewed the conversation at all, as it wasn’t a single message, but an entire thread full of context and prior issues.
After I asked for clarification, she became defensive and asked again whether we were interested in testing Fin — something that had already been clearly established multiple times. This further confirmed that the conversation hadn’t been read.
Additionally, the previously mentioned offer to make up for the experience was completely ignored, and the response defaulted back to a standard trial with no acknowledgment of prior commitments.
When I asked to escalate, she stated she is a Team Lead. If this is the level of attention and ownership expected from a team lead — not reading conversations, missing context, and providing generic responses — it raises serious concerns about the overall quality of support.
Overall, this experience was a complete waste of time and demonstrates a lack of coordination, accountability, and basic attention to customer communication.
Response from FinMay 5, 2026
Hi Candi,
Bobby here, I lead the human support team, nice to meet you.
I'm sorry. Your feedback is very fair, and we objectively did a bad job. The leadership team has been talking about it over the weekend, and we're going through each mistake to figure out what we can learn and improve.
I see Andrew and Niamh are owning restarting your Fin trial. I'm following along too, and please email me if you need anything -- [email protected]
KM
Kyle M.
Scam company
Scam company. Only interested in lock-in contracts and not with helping the customer. Be very wary dealing with them. Many more, even free, alternatives now that have the same functionality. They are a sinking ship.
Response from FinApr 13, 2026
Hi Kyle,
Andrew here, I’m a manager on our support team. I spoke with our team regarding this to get more context on your experience here, we can definitely be flexible on amending annual contracts for our services and you were on a call with our team a few months back to discuss options in more detail. While you declined the offer we presented at the time please know that you’re welcome to get back in touch with our team if you’d like to explore our services again in the future.
AH
Andrew H.
I have been reaching out every day for…
I have been reaching out every day for 3 weeks with barely a response, but when they do respond its entirely unhelpful and if I miss responding to them by a day, they close my ticket and I have to start all over. I have lost at least 50k in sales due to the issues with them, they are sending my customers emails from a different brand... I need this fixed TODAY.
Response from FinDec 8, 2025
Hey Andrew,
Andrew here, I’m a manager on our support team. I believe I found your conversation with our team but feel free to reference this review in your conversation if you’d like to confirm - couldn’t locate an Intercom account under the name used here but did come across a similar issue our team are working on.
A few things of note: We currently have a senior member of our team investigating this and have looped in our product engineers to investigate the issue you’re seeing around emails further. It also shouldn’t have taken as long as it did for our team to get to the bottom of this, on the case we’ve found related to this issue we’ve flagged this internally and followed-up with individuals directly to ensure a better experience moving forward. We want to make this right, keep us posted if there’s anywhere further we can support.
SD
Stephane D.
Facturation abusive!
Attention, lorsque l'on pense souscrire un contrat à 120€/mois, des frais pour "résolutions" viennent se greffer et c'est 700€ que l'on vous facture!
0.99$ par résolution!!
Response from FinDec 8, 2025
Hey Stephane,
Andrew here, I’m a manager on our support team. I took a look at your conversation with our team and looks like our team were able to offer some solutions for you so your pricing for our services meet your needs, including setting a usage limit for Fin if you’d like to set hard boundaries on how frequently it attempts to resolve customer conversations. We want to make sure we’re making this right though - feel free to email me directly at [email protected] to connect on this further.
TK
Tyyni K.
Unable to Reach Account Manager
I have been trying to reach our account manager for the past two weeks. He replied once, saying he would get back to me, but since then I haven’t received any response. Our matter is urgent and related to billing, but I’ve been unable to contact him by phone or email.
Response from FinNov 13, 2025
Hi Tyyni,
Mariano here, I apologize for the delay in replying to you, we had a temporary decrease in account management reps in October and have since hired more account managers in the region.
Our billing team has been communicating with your head of Finance and working with them to sort out your payment method/billing issue.
We will continue to support you and your team and see if we can find other alternatives for you to be able to pay your invoices to a non-us bank.
Thanks for caring enough about us to share this feedback. It does matter to us. I sent you a message yesterday so we can continue to talk through this and support you and your company with flexible payment options.
IC
Industry C.
Shady auto renewal
They auto renewed by $20K+ contract and charged my credit card without authoriazation.
No heads up, no email, no communication - just an invoice and im locked in for another year.
Pretty dodgy business practice.
Response from FinNov 7, 2025
Hey there,
Andrew here, I’m a manager on our support team. I see that you’ve already had a call with your account manager and their direct manager last week, they’ll be your best point of contact for any additional questions related to your account. That said though transparency is big for us and if you have any questions related to your contract renewal let us know so we can help.
NY
Nope Y.
UI is simple but that’s causing a bit…
UI is simple but that’s causing a bit of an issue to be honest
Response from FinNov 7, 2025
Hey there,
Andrew here, I’m a manager on our support team. I’d be interested to know where you’re seeing an issue in the UI to see where we can help. Feel free to reach out to me directly [email protected] if you aren’t already in touch with our support team on this so I can dig into this further.
