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

Lee M.
Nov 22, 2019
Pricing is ridiculous
Pricing is ridiculous. They just increased our price from $22,000 per year to $32,000 for no reason other than when we signed up we were on 'legacy pricing'. If they actually built additional features within our plan I could understand it but everything is built for an extra cost. It's good software (albeit a few bugs) but their pricing practices makes me distrust the company and as soon as I find an alternative I'll be InterGONE
Response from FinDec 5, 2019
Hi Lee, thank you for leaving us a review and letting us know about your experience. I can see that one of our team has been in touch about the recent pricing change to chat through your options. We appreciate your candid feedback and will continue to try and align our pricing to the value you see from our product. Thanks, Kate (Intercom - Customer Engagement)
Mike
Nov 20, 2019
Terrible Pricing!
Great product, TERRIBLE PRICING model, they charge per "active" users, which sounds nice but it's actually the people who you've contact in the last 90 days. However they bill every 30 days! In our case we have 5,500 people on our email list, our bill was $80/mo for messages, then they changed pricing models. We sent 1 email to all 5,500 and we're now forced to pay $550 per month for 3 months! Why they charge you for active users for 90 days is a mystery (they say its for consistent pricing), its really to rip you off, and get their revenue per customer as high as possible. I shut off messages for 3 months, and regret ever starting. Very helpful support though, can't knock them there.
Response from FinDec 18, 2019
Hi Mike, Thank you for leaving us a review. I'm glad to hear that you like our product and have found our Support team hepful - I'll make sure to let them know 😊 I've mailed you directly about your pricing experience. We work really hard to align our pricing to the value you are seeing so please get in touch and we can explore your subscription options. Thanks, Kate (Intercom - Customer Engagement)
ProLessSkill
Nov 15, 2019
Price
Intercom is a nice live chat and helpdesk software, but the reason I'm giving 2 starts is because it is HELLA EXPENSIVE. Like, I haven't seen more expensive software than Intercom. Please guys, fix your pricing.
Response from FinDec 9, 2019
Thank you for your feedback VGG. I'm glad you're happy with the Intercom software. We work really hard to align our pricing to the value you are seeing so I've mailed you directly to learn more about your account. Please get in touch to explore your subscription options. Kate (Intercom - Customer Engagement)
Rene'e J.
Nov 11, 2019
Intercom is just.....
Intercom is very slow, and lags horribly. Does not provide your customers with an option to change their rating if you were able to turn their experience around. Intercom's customer service support is slow and they do not respond for days which will hurt you if you are needing to ensure your customers are assisted in a prompt and timely manner.
Response from FinDec 4, 2019
Hi Rene'e, Thank you for taking the time to leave Intercom a review and letting us know about your experience. With conversation ratings, you can change the rating, but only if a customer hasn't left a comment on the rating. We've received feedback on this previously and is a challenge our own support team face too. I'll let the product team know you'd like to see this. If you could also let us know what your workspace name is in Intercom we will take a closer look into the issues you've seen with lagging and response times. Thanks, Kate (Intercom - Customer Engagement)
Noah
Nov 9, 2019
Seriously lacking some really basic…
Seriously lacking some really basic stuff and extremely predatory subscription-wise (one unfortunate misclick can cost you a lot) But hey, it kinda works.
Response from FinDec 4, 2019
Thanks for taking the time to post this review Noah. I've mailed you directly as I would love to get more feedback on the features you're missing so that I can pass this on to the relevant teams here. We're always looking for the best ways to improve our products and nothing beats candid feedback from our users! If you get in touch we can also explore your subscription options for you. Thanks, Kate (Intercom - Customer Engagement)
AJ
Nov 8, 2019
It's ok but overly complicated for…
It's ok but overly complicated for simple tasks. The price is hefty too.
Response from FinDec 4, 2019
👋 Hi AJ. Thanks so much for taking the time to leave us a review. I'd really like to learn more about the features you find overly complicated and why so I've reached out to you directly. Feedback like this always get passed to our product teams to ensure we're building the best product for our customers' needs. We can also explore your subscription options for you if you get in touch. Thanks, Kate (Intercom - Customer Engagement)
Alex E.
Nov 4, 2019
Excellent product
Great, fast service and excellent product!
Response from FinDec 4, 2019
Thank you so much for your review Alex 😊
Juan Manuel Garcia G.
Oct 31, 2019
It could be better and have things like…
It could be better and have things like weekly reports about metrics to the team leader and more things like that, focused on the team metrics.

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