Average
Based on 524 reviews
Fin3.5Honesty, pricing, process and quality scores appear once 5 customers have rated them.
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 Folks Told, with an average rating of 3.5 out of 5.
524 approved reviews, newest moderated first
Justin G.
Feature rich and all encompassing tool perfect for growing customer success and sales teams.
Reply from FinJan 13, 2022
Hi Justin - thanks for taking the time to leave Intercom a review and letting us know what you like! We appreciate it :) Thanks, Eabha (Customer Engagement)
Omri
Intercom contains many options and different functionalities. Yet, there are still many things that are missing, especially automation and connecting functionalities on to another. Good luck
Reply from FinJan 13, 2022
Hi Omri - thanks for taking the time to leave Intercom a review and letting us know what features you like and would like to see more off. I've passed this feedback onto our product team. Thanks, Eabha (Customer Engagement)
Monty M.
Overall pretty solid. I'm not as familiar with Intercom and was kind of dropped into it as the company uses it. I was hoping to create more usage-type reports since it looks like Intercom does some of that, but it's not clear to me if I can create those kinds of custom reports (i.e., show me how many users of demographic Y did action X and break it down on a week over week basis...)
Reply from FinJan 13, 2022
Hi Monty - thanks for taking the time to leave Intercom a review. Firstly, to help you get trained up if you are a new user, I'd recommend using the Intercom Academy as a great place to learn! We also appreciate your feedback on reporting and the granularity available. We are working hard on improving our reporting and hopefully, you will see some improvements soon! Thanks, Eabha (Customer Engagement)
Abdulaziz B.
Dear Intercom team , Good day , Firstly , excuse my English :) . I have been using intercom for around 5 months now , I was dealing with different cases , I wished if I can Classified my conversations according to the issue or the problem by creating folders that be shown for me only to classified them as I want to follow up with them later , even if it was reassigned to someone else , so , the folders will help me classified them as categories in the folders according to the case . Thanks guys ,
Reply from FinJan 13, 2022
Hi Abdulaziz - thank you for taking the time to leave Intercom a review and letting us know some product improvements that would help you! I've passed these suggestions onto our product team. Thanks, Eabha (Customer Engagement)
ATOM M.
Intercom is a good tool for maintaining a knowledge base for both our employees and customers, as well as a mass-mailing service that lets us reach our customers and inform them of new features of our software, as well as any maintenance-related downtimes.
Reply from FinJan 13, 2022
Hi there - thanks for taking the time to leave Intercom a review! It's great to hear all the different ways you are utilising Intercom - thanks again! Eabha (Customer Engagement)
Anna Maria G.
Planning to put your FAQs in Intercom? Get ready for zero online visibility then, as this platform is totally missing any useful SEO functionalities. Very basic example: you can't change your metadata independently from the page content. Without doubt, the worst customer support platform I have used so far.
Reply from FinDec 16, 2021
Hi Anna, Thanks for taking the time to let us know your feedback. Please know we take feedback really seriously at Intercom and are always looking for ways to improve, especially around SEO. I've let our product team know. Thanks again, Eabha
Mx
DON'T WASTE YOUR MONEY. The support is horror, their team doesn't give a damn about you, they just ignore IMPORTANT requests for years
Reply from FinDec 15, 2021
Hi there, I'm really sorry to hear that you feel Intercom doesn't care about our customers, we really do. I'd love to get some more information on your situation so I can help solve this issue. Thanks, Eabha
Stefan K.
If you plan on using intercom for email campaigns for your current customer base, I strongly recommend you look for a different solution. It's only possible to use templates that are Intercom branded. The only other option is creating an email with css/html making it as user-unfriendly as it possibly can be. Also, customer support is super slow - and make you feel like you are the problem.
Reply from FinDec 15, 2021
Hi Stefan, We appreciate you taking the time to leave us a review and let us know about your recent experience. I'm really sorry to hear that you have found our support not to be helpful. I've looked into your account and can see you were chatting with Tom and he's followed up with you twice - let me know if you've had any issues receiving that and I can follow up with Tom. We want to get this problem solved ASAP. Thanks, Eabha (Customer Engagement)
