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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Claim this listingInternet & Software · El Monte, California
Excellent
Internet & Software · Los Angeles, California
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Internet & Software · San Francisco, California
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Internet & Software · San Francisco, California
Excellent
524 approved reviews, newest moderated first
Kim G.
It doesn't always refresh real time and so I am not as responsive to customers as I should be.
Response from FinDec 15, 2021
Hi Kim, Thanks for taking the time to leave us a review - we appreciate it. This is not the first time we have received this feedback and are working on improving this. Hopefully, you will see these come to light soon enough! Thanks, Eabha (Customer Engagement)
LP B.
When I have had to ask a question, I think response time is slow, especially for Intercom, the company that should be THE example.
Response from FinDec 15, 2021
Hi there - thanks for taking the time to leave Intercom a review and giving us some feedback on our support times. We're always looking to improve this and introducing processes that will allow us to. Hopefully, you will see an improvement next time you get in touch. Thanks, Eabha (Customer Engagement)
Natalya Y.
As a technical writer I want more features to work with the text and articles, to be more precise: - text colour - align text to the right - insert icons in the middle of the text - insert files for downloading (not links, but files)
Response from FinNov 26, 2021
Hi Natalya, Thanks for taking the time to leave Intercom a review and letting us know your feedback, it's always great to hear from people who are using our product regularly. I'll let our product team know. Thanks, Eabha (Customer Engagement)
Mo
1.) Overpriced for what it is. Everything is available at supplement charge. You might as well go for a proper customer support tool like freshdesk or zendesk. 2.) Customer support of INtercom is very poor. Takes ages to reply to any query. Especially on their chat messenger (ironic). Wont recommend!
Response from FinNov 19, 2021
Hi Mo, Thanks for taking the time to leave Intercom a review. I'm sorry to hear you aren't happy with us as a platform. We've tried to create a pricing model that shows the value of our product for customers while allowing for both our companies to succeed but know that this won't suit everyone. I'm sorry for you feel that everything is a supplement charge. We try to reply to all queries, depending on the nature and account, within 2 days but know this isn't always the way. We've had a few weeks where our support times weren't where they should be but are working on processes to help improve this - hopefully next time you need our help you will see this. We really value all customers and hope that you continue to be one of Intercom's and not switch to a competitor. Thanks, Eabha (Customer Engagement)
Ian
Great product for keeping in touch with my users in real-time. Would give 5 stars if there were fewer pings from them while I'm using the tool via their message.
Response from FinNov 10, 2021
Hi Ian - thanks for taking the time to leave Intercom a review and letting us know what you like! I will also let our team know about your request for fewer pings, we try to keep these to a minimum but know that this isn't always the way! Thanks, Eabha (Customer Engagement)
Anipier
Intercom is the best. Their customer support is amazing, and all the features like Series, Customer support, and much more are working like a charm. Thanks for existing Intercom!
Response from FinNov 10, 2021
Hi Anipier - thanks for leaving us such a lovely review! It's great to hear that so many different features of Intercom are working for you like a charm - I hope this is always the way! Thanks, Eabha (Customer Engagement)
Rory M.
Intercom has been instrumental in helping us build our small business. Intercom's features enables us to contact customers, have customers contact us, as well as target groups of users for messages. The support team is responsive and helpful, and we look forward to growing with Intercom.
Response from FinNov 10, 2021
Hi Rory - thanks for taking the time to leave Intercom a review! It's great to hear that Intercom has been a big help to your business as you grow - I hope we can continue to support your business as you scale! Thanks, Eabha (Customer Engagement)
Doug W.
We initially added Intercom for its chat capabilities. Then, because it was so easy to do, we started using it to monitor site activity ( % of users who've placed an order, etc. ). Then we started using it for customer email. There's plenty of documentation available to guide you thru these features.
Response from FinOct 8, 2021
Hi Doug - thanks for taking the time to leave Intercom a review. It's great to hear that you have started using other products of Intercom after using the chat tool at first - we love hearing this! I'm glad to hear that our support documents have helped you through the addition of these new features too! Thanks, Eabha (Customer Engagement)