FinReviews of intercom.io

3.5524 reviews
Internet & Software
2nd Street 55, San Francisco, California

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About Fin

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: This company cannot pay to remove reviews or change its score.

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Fin reviews

524 approved reviews, newest moderated first

Ali T.
Apr 7, 2022
Mobile App Notifications, Web Performance
I keep receiving notification on the mobile app that doesn't concern me or include me as a member in channel "x" in a certain channel, for example, someone from channel "x" assigned this conversation to channel "y". When I receive a new message it takes time to refresh the page.
Response from FinApr 14, 2022
Hi Ali - thanks for taking the time to leave Intercom a review and letting us know your feedback. I think the reason that you are receiving those notifications is due to your notification settings which you can easily update: - Click on your avatar in the bottom left-hand corner - Click "Your account" - Go to "Notifications" Here you can see all the different reasons that you are receiving notifications and will hopefully be able to update them so that you are only receiving the relevant ones! Thanks, Eabha (Customer Engagement)
Chiara C.
Apr 5, 2022
Very good software and easy to use
Very good software, this CRM that actually offers nice features (series, bot, articles, reports and much more), and it is easy to use. I really love the fact that users can rate our team, their feedback is precious! Intercom team is always nice, polite and willing to help. I don't have any complaint, but I am not so experienced as an Itercom user which is why I didn't rate 5 stars.
Response from FinApr 14, 2022
Hi Chiara - thanks for taking the time to leave Intercom a review and giving your honest star rating! It's great to hear from users who are utilising all the different features Intercom has to offer! Thanks, Eabha (Customer Engagement)
Bernie U.
Apr 4, 2022
I like it, but every day it gets more expensive.
I like working with Intercom, it is the third company in which I request to have Intercom to work with my teams. But since I started using intercom, the options for Startup are increasingly limited, and it is very complex to pay for these prices. There are many tools that are very useful, but have a very high cost. Today I analyze new companies for this service, only for cost issue.
Response from FinApr 14, 2022
Hi Bernie, thanks for taking the time to leave Intercom a review and for your continued loyalty! We also appreciate your feedback around pricing, we aim to provide a pricing structure that allows both our businesses to succeed but understand that this isn't always true in practice. I have let our pricing team know this feedback. Thanks, Eabha (Customer Engagement)
Mark W.
Apr 1, 2022
Non existent support
Non existent support, service or troubleshooting assistance. Relationship Manager non responsive, and no timely response through automated troubleshooting when required. We have experienced shocking issues around inconsistencies in the deployment of Chat Bots, and were also given assurance around features that would be available that simply aren't. Would recommend avoiding if you're scoping for a provider.
Response from FinApr 8, 2022
Hi Marc, I really appreciate you taking the time to share your feedback, and I'm sorry to hear that this has been your experience with our team. I can see that Joseph, one of our Support Engineers has been trying to help you find out what's going on with your chat bot - please do follow up on his questions so we can help resolve this. Kate (Customer Advocacy- Intercom)
Geeta K.
Mar 31, 2022
Would love to see more Doc-centric features
I really love the product but coming from a traditional doc background I'd like to see a few more doc-specific features/functionality. For example I would like ANYONE in our org to comment on the docs (not edit or post but comment on content that is not yet final or exposed to outside users) Ability to control the 'link' when I edit or recreate a doc. Able to assign user levels to incoming users so a portal approach where you can log in to see 2 different levels of content. Should also be able to conditionalize the links so that it is not viewable or clickable in case the main content is exposed to all.. Really do like the product.. : )
Response from FinApr 14, 2022
Hi Geeta - thanks for taking the time to leave Intercom a review and letting us know what features would be beneficial for you and your team! I can see how handy this feature would be, especially as we move to a more collaborative world! I will add this feature request with our product team. Thanks, Eabha (Customer Engagement)
Will
Mar 30, 2022
Aggressive, misleading and incompetent staff
We are moving from intercom to a different chat provider after being with Intercom for 5 years. Fundamentally Intercom still charges a lot more than the competition but is no longer the market leader. After I complained that Intercom had wasted 1 month of time stalling us from leaving, they sent an aggressive reply in all capitals! I’m shocked and disgusted at this behaviour from a company. Im cancelling my intercom account and moving to a company that appreciates their long term customers.
Response from FinApr 8, 2022
Hi Will, thank you for taking the time to leave us this feedback. It's always hard to hear when a long term customer is unhappy, that's certainly not the experience we aim to provide. I wanted to assure you that this feedback has been noted and escalated internally and flagged with the rep you have mentioned. If your mind is made up then we are truly sorry to lose your business but will continue to wish you success in the future. If however you feel that Intercom can continue to be a valuable partner please do get in touch with the team. Thanks, Kate (Customer Advocacy - Intercom)
Stephen F.
Mar 22, 2022
Did what I needed, but the UX wasn't fully intuitive
Didn't I give you this feedback last week through another channel?
Response from FinApr 14, 2022
Hi Stephen, Yes, you probably did! That was more than likely feedback through our NPS survey which is sent out regularly to customers at Intercom! This feedback is used internally to form our product roadmap and feature requests from our valued customers. Leaving your feedback here is more public so people who are assessing Intercom can see from real-life customers what we're like! Thanks for taking the time to leave us a review and partake in our NPS! Thanks, Eabha (Customer Engagement)
Carmen O.
Mar 21, 2022
Great tool for automations
Great tool for automations
Response from FinMar 30, 2022
Hi Carmen - thanks for taking the time to leave Intercom a review and letting us know what you like! Thanks, Eabha (Customer Engagement)

FinReviews of intercom.io

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FinReviews of intercom.io

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Mobile App Notifications, Web Performance

Very good software and easy to use

I like it, but every day it gets more expensive.

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Would love to see more Doc-centric features

Aggressive, misleading and incompetent staff

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About Fin

About these reviews

More in Internet & Software, California

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Fin reviews

Mobile App Notifications, Web Performance

Very good software and easy to use

I like it, but every day it gets more expensive.

Non existent support

Would love to see more Doc-centric features

Aggressive, misleading and incompetent staff

Did what I needed, but the UX wasn't fully intuitive

Great tool for automations