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.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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Working with workflows is a nightmare, updates not reflecting instantly, a lot of features that are essential are blocked behind pay walls, random bugs are very annoying.
Response from FinOct 6, 2026
Hi Adam,
Andrew here, I’m a manager on the support team at Fin. Setting up automation Workflows should be an easy experience, I’d love to partner with you to see where we can improve your experience here.
I see a few folks from your team have reached out to us regarding Workflows, however please email me [email protected] if there’s anything we can review together!
SI
Simon
Intercom looked great on the surface
Intercom looked great on the surface, but once we got into setup things were far more complicated to work with than we expected. The auto-translation feature was excellent, and credit where it's due there.
Unfortunately, from day one we had a consistent issue where our messages never landed in customers' inboxes. We ended up manually going through and replying to each conversation just to be sure people actually heard from us, which rather defeats the entire point of the tool. We raised it with support repeatedly and never really got anywhere.
After three months we've moved away from the product, and we're hoping to be refunded for that period. The platform has real potential, but the support resolution needs to improve.
Response from FinSep 11, 2026
Hi Simon,
Andrew here, I’m a manager on our support team. Bummed to see you had this experience with our platform and team. I tried locating your account with us to get more context but wasn’t able to with the information provided here. If you’re open to it, I’d love to take a closer look into this if you’d like to get in touch with me directly [email protected] to help make this right.
SC
Small CX T.
Bait and Switch
Bait and Switch. The tech seems really slick in demos and early conversations, but, the more you get into it, the less it really does. There is ZERO support to set up. We had to use an outside vendor who really didn't know what they were doing and also seemed to get no support. What we thought we were agreeing to (yes, yes, read your SOW very closely) wasn't true in the end. We got saddled with an agreement that doesn't work for us and we're brutally overpaying. We actually went with Intercom because we thought (were also told many multiple times) that we wouldn't be locked into more seats than we could use. Move forward very carefully with this company.
Response from FinAug 10, 2026
Hi Jami,
Andrew here, I’m a manager on the support team here at Fin. Both Fin and our Intercom helpdesk products shouldn’t have that much friction to setup, and if you do encounter anything like you have I’d love for our team to be able to unblock you.
Based on what you mentioned here I see a lot of opportunity for us to partner and continue to optimize your setup, and I’d love to make sure we’re able to get you on the right track moving forward. Feel free to email me directly [email protected] and I can get you some time on the calendar with an expert on my team to make sure you’re getting the most of our Fin.
TJ
TJ
No ideal in terms of ROI and support
Product is fine but not that good. Users tend to invlove human support in the end.
The search engine implemented well in our website can do similar things with much cheaper solutions compared to Fin. Not sure if it's good investment for now considering the increasing cost.
For technical Support, it is hard to say. General answers can be found in the articles. The techincal support team could do little about the issues until the internal team investigated them at a later time as the dev team is in somewhere of another region. I believe the customers really need "technical" support not general answers or templates from the support team. The features are documented but we need people who really understand the logic behind.
Response from FinJul 2, 2026
Hey TJ,
Andrew here, I’m a manager on our support team. I’m based in the US but previously managed our APAC team whom I’m still very close with. I definitely know there may be times where our support team needs to consult our product engineers whom largely work European business hours on your behalf, but that shouldn’t impact your ability to use the product and if it is I’d love to see where we’re missing the mark because we should be prioritizing anything that’s blocking you. Feel free to email me [email protected] and so we can look into this further.
JO
Josh
Profit Over Customer
The more you want to do with Intercom, the less user-friendly it gets. It gets very stingy and granular when it comes to using features (creating an AI summary of a conversation is included in the Advanced plan, but to use this feature in a workflow, you need Expert) and you cannot customize your plan at all, so we would have to pay a lot more to get the one single Expert feature we would use. The other major concern is that you are charged $0.99 for each "successful resolution" (conversation ends without escalation to human). The caveat here is that if a user gets frustrated with the bot and abandons the conversation altogether, this is considered an "assumed resolution" and you are charged accordingly. The whole company is very "profit over customer" and so far, Fin has successfully resolve 100% of conversations it has been involved in (go figure). Seems like it will become a money pit quickly, I would tread lightly.
Response from FinMay 1, 2026
Hi Josh, Aisling here, I lead pricing at Intercom. Thanks for taking the time to share such a detailed review. I’m really sorry that your experience with Intercom and Fin has felt frustrating and “profit over customer.” That’s the opposite of what we’re aiming for.
On plans and features, you’re right that some of our more advanced AI and workflow capabilities sit on higher tiers, which can feel like a lot if you only need one feature. We bundle features rather than pricing each one individually to keep things more predictable, but that does mean the plan you’re on won’t always map neatly to the single capability you care most about, and that’s fair feedback that we’re actively feeding into how we think about packaging and add-ons.
On Fin pricing, we only charge when Fin delivers an actual outcome in a conversation, and we don’t bill if Fin escalates to a human or if a customer tells us the last AI answer wasn’t helpful or comes back in the same thread needing more help.
So if a customer leaves after an answer without asking for more help, that’s treated as a soft resolution, but if they come back in the same thread or give negative feedback on that answer, it overwrites the resolution and that conversation won’t be billable.
Fin is also designed to offer an escalation when it detects clear signs of frustration, and if the customer chooses to escalate we don’t charge for that conversation. You can also use Fin Guidance to make Fin escalate straight away at any signs of frustration; when Fin escalates in those cases, these conversations aren’t treated as resolutions and you won’t be charged.
If you’d like to talk this through in more detail, feel free to reach me directly at aisling (dot) oreilly (at) intercom (dot) io.
MK
Mimmi K.
Features are Great "support" is Rubbish
Intercom has tons of powerful features and is genuinely easy to use – it really feels like the Ferrari of customer support platforms when everything works.
Unfortunately, the live chat support itself is anything but live. Simple questions routinely take 24+ hours to get a response, and there’s zero real-time status page for ongoing bugs or feature outages. We’ve repeatedly hit issues that completely block key functionality, only to be left waiting a full day (or more) for someone to even acknowledge the problem.
It’s incredibly frustrating to pay premium prices for a tool that occasionally feels more like a Lada than a Ferrari. Intercom could be unbeatable if the support team matched the quality of the product itself.
Response from FinNov 12, 2025
Hi Mimmi,
Bobby here, I lead the Support team at Intercom.
I'd like to review your support experiences, I'm sorry they haven't gone well. A few thoughts:
We have instant responses with Fin, and the human support team has a first response goal of 1-4 hours. There's a small % of customers that still get our older 24 hour FRT which we're close to making faster too, but you may be falling into that.
We work with customers async, since there are few quick wins post-Fin and most tickets require lengthy troubleshooting.
I'd love to chat about your experience with status page, and with defects. Some of that is expected, some of it's not.
Thanks for caring enough about us to share this feedback. It does matter to us. Please email me at [email protected] so we can chat more.
Thanks,
Bobby
YY
Yuval Y.
Customers for 3 years - Poor experience
We've been customers of Intercom for almost 4 years now, and I couldn't regret more the decision to join Intercom.
Customer support is extremely poor - it often takes hours or even days to get a response, and you’re constantly passed between agents who lose track of the issue, forcing you to repeat yourself multiple times.
For example, they once blocked our ability to send emails without any warning, and only reinstated it several days later. In another case, one of our developers waited weeks for technical assistance.
Pricing is very high compared to alternatives, especially as you grow. Nearly every feature is an upsell, so our bill keeps increasing unexpectedly.
While the core product is decent, it’s far from perfect and doesn’t justify the high cost. They lack some integration like native Telegram integration (again, every channel is an upsell, ugh). Fin, in particular, is overhyped - most of its replies aren’t helpful.
Response from FinMay 27, 2025
Hi Yuval,
Bobby here, I lead the customer support team. I want to try and help turn this around.
Our first response times are 1-4 hours Mon-Fri, based on urgency.
I read your open conversation regarding blocked email sending. Can your team add the double opt-in step? This is the second time you've breached the email sending guidelines so we need them fixed before we can turn it back on. These are industry standard, and the same as our competitors.
Our channel pricing is based on usage, and designed to be as close to "cost" as possible. We want customers to have whatever customer support channels they need for their business. Happy to chat through this in detail.
Feel free to email me at [email protected] if you want to talk. I appreciate you using us after all these years and hope we can make this work. Thank you.
MC
Mr C.
Support is horrendous
Support is horrendous. Fin is absolutely useless and is far too complicated. Just let me speak to a human?
Response from FinMay 23, 2025
Hey Mr Culver,
Bobby here, I lead the CS Team. I'm sorry to see this.
How can I help? If you want you can email me directly at [email protected]
I'd also like to hear your feedback on why Fin being complicated. It's not perfect, but it solves 70% of our customers questions and customers tell us they love it, so would be good to hear your perspective. Also you can always ask to talk to human if you want to skip it!
Thank you
