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
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The company replied to 50% of reviews.
Latest
Most recent review: September 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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I have been waiting almost a week to receive a response regarding a critical problem that we've encountered with Intercom.
Unfortunately, the chat is the only channel that exists, and even after I've sent many messages, I have yet to be assisted.
To me, this is highly unacceptable coming from any SaaS company - but even more so, from a support platform.
This is nothing against the employees themselves. I understand that they must be pretty bummed about always having to deal with unhappy customers. But clearly, however, Intercom is taking its customers for granted by not providing enough support to provide for the demand.
Response from FinOct 7, 2020
Hi Marjorie,
I'm Kate and I work on our Customer Engagement team here at Intercom. I'm very sorry to hear you've had this experience, and I will make sure to bring it to the attention of Kaitlin who leads our Customer Support team here. (She's respond herself but is currently on annual leave).
Firstly, I've found your conversation in Intercom and can see the issue you have reported and I believe this recent conversation in our community forum will help you: https://forum.intercom.com/s/feed/0D52G00004WyLxFSAV
While we don't currently offer realtime support, and you may see some longer response times depending on your subscription as our team navigates the changes and challenges going on in the world, we'll never leave a customer hanging and sounds like we let you down here. We are still very serious about providing a quality support experience and understanding where mistakes are made so we can prevent them from happening again, so thank you for bringing this to our attention.
Kate
YC
Yingying C.
Five stars!
Such a great, user-friendly and modern platform!
Response from FinSep 30, 2020
Thanks for leaving us this review Yingying :)
Kate (Intercom - Customer Engagement)
CP
Charlie P.
Great platform with great customer…
Great platform with great customer service
Response from FinSep 23, 2020
Thanks for letting us know about your Intercom experience Charlie! I'll make sure to pass this on to the CS team, it will make their day :)
Kate (Intercom - Customer Engagement)
TW
Tyler W.
Not sure
Not sure, if it's worth it ahain
Response from FinSep 21, 2020
Thanks for leaving us this review Tyler. If you'd like to provide more context please do get in touch via the messenger and ask for me.
Kate (Intercom - Customer Engagement)
CP
Christopher P.
Truly Awful
We have been trying to resolve a serious bug with Intercom for the last 2 weeks. They were quite responsive around a year ago but these days, it looks like noone is really replying to customer service requests. The irony is Intercom is for customer support (amongst other things)...
We've generally found Intercom to be quite buggy thoroughout the years we have used it
Response from FinSep 15, 2020
Hi Chris,
Kaitlin here, I lead Intercom's Customer Support team - hate to see that we've disappointed you recently.
As our teammate mentioned in conversation, we're not currently offering real time support and our wait times have slowed with all of the changes in the world this year which was then exacerbated by the recent public holidays in Dublin Ireland and Chicago where our teams sit.
That said, we know bugs - especially those that disrupt a team's workflow or impact customer experience - are of notable concern and we launched a test just this week to help us better surface more urgent queries, more quickly. So while we'll continue to work though a backlog and work to speed up our reply times overall, this will allow time sensitive matters to be seen more swiftly.
Regarding the product buggy-ness, I'd love to learn more about your experience here so I can pass the feedback along to the appropriate team, just drop a note via the Intercom Messenger or share it in your open conversation with us and mention my name.
Thanks,
Kaitlin
DO
Damilola O.
We love intercom
We love intercom. We would however love if we can have a Product Education Specialist to help train our team on how to get the best out of Intercom
Response from FinSep 16, 2020
Thanks Damilola, I'm so happy to hear you love Intercom :) Our Product Education Team have made some incredible content for our Academy to help train your team, and if you join our new community Interconnected you'll have the chance to set up 1:1 sessions to further your Intercom knowledge :)
Thanks again !
Kate (Intercom, Customer Engagement)
https://academy.intercom.com/
https://forum.intercom.com/s/
AS
Aviram Shahar L.
Great Platform
Great Platform, help us to manage all of our user communications in one place and getting feedback instantly.
Response from FinSep 16, 2020
Hi Aviram - thanks for taking the time to leave us this review. I'm delighted to hear that Intercom is helping you with your customer communications and feedback management :)
Kate (Intercom - Customer Engagement)
GM
Google Mail U.
How is such a large company so dysfunctional?!
I still struggle to understand how a company that has grown to this size (and has been around for so long) is so terrible without the fact they're terrible being common knowledge (e.g Ryanair, the Trump Administration etc).
I would have liked to have said the product is good, but everything else is terrible. However, the product itself is full of bugs. Big obvious bugs that make you think "Am I really the only person who has ran into this?". I'm trying to leave subjectivity out of this, but it's also worth mentioning that I find the menus poorly designed and frequently struggle to find things - a symptom of a product that started as one thing (chat) then morphed into everything under the sun (all of which come with an additional price tag).
The main problem is their shocking customer service. When you report a problem, even one which prevents your usage of the app, you get quoted a response time of 1 day. (I did think 1 day seemed kind of excessive for a live chat company with 100s if not 1000s of staff, but ... whatever!)
Two days later, with no reply, I followed up. No reply again.
I then email their customer support autoresponder (Phil) who had emailed daily since signing up. I quickly received a reply stating "Thanks so much for your patience! We're currently getting pretty high volumes and aren't always able to reply as soon as we like, I hope you understand" but still - no answers or solutions so I was able to use the software.
Cautious I'm about to run out of words to convey how terrible this product and company is, I'll keep the next bits short.
- The pricing model is extortionate. You're charged for "contacts and leads" - but this could be someone who simply said "hello" through your live chat function and never returned several years ago - unless you go through the painful process of deleting them all.
- Want that small new feature they've released? It's an add-on, not a feature and that will cost you extra each month. I.e. don't expect the product to improve without spending more $.
- Despite paying for the software, you have no choice but to have the "Powered by Intercom" link at the bottom of your widget and outbound emails. Want to remove it? All you have to do is upgrade to a package that requires you to spend a few extra $0000s each year.
I hope this company fails fast for their own benefit, so they can reevaluate what they're doing, listen to customers and do it differently.
Response from FinAug 28, 2020
Hi there,
Kaitlin here, I lead Intercom's Customer Support team and am of course sorry to see the tough feedback here, specifically about your experience with our team.
As I don't have your email or company information I have not been able to identify your user profile in our system to trace what might have caused a delay beyond our typical wait times so feel free to drop me a message via the Intercom messenger (just mention my name) and I'll be happy to take a look.
While we don't currently offer realtime support, and you may see some longer response times depending on your subscription as our team navigates the changes and challenges going on in the world, we'll never leave a customer hanging and sounds like we let you down here.
Again, please do get in touch as I'd be happy to take a look at what went wrong and ensure it doesn't happen again. Wishing you all the best and will pass the product feedback along to the appropriate teams.
Thanks,
Kaitlin
