--- title: Fin Reviews meta_title: 2900+ Reviews from the Intercom Community meta_description: Read what the Intercom community has to say about different features, use cases, and pricing models. aggregate_rating: rating_value: 4.5 review_count: 3880 scale: '5' date_modified: '2026-07-12' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Fin Reviews **Vendor:** Intercom, Inc. **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.5/5.0 **Total Reviews:** 3,880 ## About Fin Fin is a single Customer Agent that can take on different roles, depending on what the conversation needs. Fin can handle sales, service, and more - all as part of one continuous experience for the customer. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Salesforce, HubSpot, and Freshdesk – no migration required. - Affordable at scale with pricing starting at just $0.99 per outcome. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. - Engages buyers as they explore your site, providing instant, relevant answers when intent is highest. - Moves prospects closer to a decision, answering questions about pricing and features, addressing objections, and matching solutions to their needs. - Closes opportunities by guiding qualified buyers to the right next step – booking meetings, starting trials, or handing off to sales with full context. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability – reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by Fin APEX 1.0, the highest-performing, fastest model for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 67% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. Ranked #1 AI Agent on G2, with the highest number of reviews. ## Fin Pros & Cons **What users like:** - Users find Fin to be **extremely helpful** , quickly resolving queries with reliable responses and a great user interface. (378 reviews) - Users appreciate the **ease of use** of Fin, praising its straightforward interface and quick accessibility to information. (356 reviews) - Users love Fin's **powerful query resolution** and fast scanning of Knowledge Base, emphasizing its ease of use and customization. (289 reviews) - Users value Fin's **efficiency in handling queries** , enabling seamless communication and significant time savings for support teams. (237 reviews) - Users highlight the **excellent customer support** from Intercom, appreciating quick responses and informative webinars. (226 reviews) - Users appreciate the **automation capabilities** of Fin, enhancing efficiency while managing a larger client base effectively. (222 reviews) - Time-saving (179 reviews) - Customer Satisfaction (172 reviews) - Intuitive (167 reviews) - Artificial Intelligence (164 reviews) **What users dislike:** - Users find Fin lacking in **essential features** , hindering effective communication and complicating troubleshooting processes. (135 reviews) - Users express concerns over **AI limitations** in Fin, citing issues with critical thinking and handling unique data formats. (117 reviews) - Users express frustration over **limited features** , especially in controlling conversations and understanding procedures effectively. (103 reviews) - Users experience a **steep learning curve** with Fin, requiring constant supervision and attention to understand its functionalities. (102 reviews) - Users express frustration with **poor customer support** , experiencing long response times and inadequate assistance from agents. (81 reviews) - Poor Understanding (81 reviews) - Complexity (80 reviews) - Users find the pricing of Fin to be **excessively high** , especially with numerous upsells that increase costs unexpectedly. (80 reviews) - Inadequate AI Features (79 reviews) - Inaccuracy (74 reviews) ## Fin Reviews ### 1. Trust Issues and Misguidance with Fin **Rating:** 0.5/5.0 stars **Reviewed by:** Lucas C. | Owner / Operator, Small-Business (50 or fewer emp.) **Reviewed Date:** April 01, 2026 **What do you like best about Fin?** I can’t say I have any positive experiences to talk about **What do you dislike about Fin?** My experience with Fin by Intercom was pretty terrible. It led me down at least one rabbit hole that was clearly incorrect, leaving a bad review on the App Store to complain about my bug. I have a trust issue with it since it led me down the wrong path. I don’t find anything about it to be helpful at this point and it’s scared me away from ever wanting to use it with my own customers. **What problems is Fin solving and how is that benefiting you?** I don't find Fin by Intercom helpful and it led me down incorrect paths, damaging trust and would have resulted in a negative App Store review if I did not prompt it to just get me to a real human. **Official Response from Kateryna Kharytonova:** > Hey Lucas, Andrew here, I’m a manager on our support team. I took a look at your conversation with Fin and our team, while I’m glad we were able to get to the bottom of this for you we definitely should have been able to identify the issue you were seeing earlier. We’ve pushed updates so this shouldn’t happen again moving forward, but if you continue to notice anything out of the ordinary please don’t hesitate to get in touch with our team or email me directly andrew (dot) randazzo (at) intercom (dot) io so we can take a closer look. ### 2. So much promise, but Intercom's development teams are their own worst enemy **Rating:** 0.0/5.0 stars **Reviewed by:** Douglas C. | Workflow Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2025 **What do you like best about Fin?** Fin (it's chat bot), is mostly decent at responding to user needs. **What do you dislike about Fin?** The data this platform gives you is a freaking nightmare. Sure, you can maybe narrow down data to one or two tickets, but if you need to export that data or build dashboards that actually give you in-depth data to make decisions, then you can fully skip over this platform. Rest your weary head, they've decided the data you need and you'll just have to live with it. Then there's their support. Don't plan on hearing back from an employee on their team in under 4 hours. They'll get around to you when they get around to you and you'll be thankful for it. Additionally, this company does not give a flying crap what you think. They do no ZERO product research, little in the way of feedback processes, they don't proactively ask what your experience is on anything, they don't care if a new feature works or could be improved - I imagine the product team here just tosses stuff out and says "should we get opinions from our users? Nah, they'll love, time to go golfing - gold stars all around." Lastly, don't ever get curious and try out a beta feature of theirs. It's coming no matter what you think and if you hate it, there will never be a way to revert back. **What problems is Fin solving and how is that benefiting you?** It's decent at conversations with users. We do a lot to ensure it's bot has all of the data it needs and are constantly adding more when it fails to meet the bar. **Official Response from Kateryna Kharytonova:** > Hi Douglas, Bobby here, I lead the Support Team. You seem really upset. I'm sorry man, that's not what we want. There's a lot to unpack in your feedback, but I'd love to try and help fix this. If at the end of the day we're still not the right fit for you I respect that. But if you're open to chatting you can email me at robert.stapleton@intercom.io and I'll look into it for you. Thank you! ### 3. Reluctant User, Unclear Benefits **Rating:** 0.0/5.0 stars **Reviewed by:** ً . **Reviewed Date:** December 05, 2025 **What do you like best about Fin?** I think it works, like if you ask it something, it can give you an answer. I like that it's out of the way and doesn't bother me too much. **What do you dislike about Fin?** I'm scared of the costs, afraid I'll get a bill at the end of the month. I don't like how it will pop out every so often. It would be nice if there's a way to disable Fin by Intercom, so I can't use or see it. **What problems is Fin solving and how is that benefiting you?** None **Official Response from Kateryna Kharytonova:** > Hey there, Andrew here, I’m a manager on our support team. While it’s awesome to hear that Fin’s working for you and your team you should feel just as good about our pricing. We want things to be predictable for you on that front, and if needed you can set usage reminders and/or limits on Fin if you’d like so you have full control of your costs. Feel free to reach out directly at andrew.randazzo@intercom.io if you’d like to review your Fin setup or go over pricing with me as well. ### 4. Wish Intercom would focus on basics first before AI, Ai, O... **Rating:** 1.0/5.0 stars **Reviewed by:** Avida H. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 19, 2025 **What do you like best about Fin?** The vision is understandable but there is little to celebrate so far. **What do you dislike about Fin?** Focus on this is at the expense of basic functionality needed for a good customer service ticketing system. **What problems is Fin solving and how is that benefiting you?** These are all very leading questions, not really designed to elucidate genuinely impartial responses from customers. Fin is not solving any of my problems at the moment. Fin is not capable of responding to my customers right now as my customers are not articulate enough at defining their problems. Instead, it would be useful if we could use these technologies to do things like categorising the types of enquiries so we can understand the the most common queries and identify where our product falls short. It could write help articles based on our responses and it could learn from our responses and suggest macros. You are trying to run before you can walk. ### 5. Customers for 3 years - Poor experience **Rating:** 0.5/5.0 stars **Reviewed by:** Yuval Y. | Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** May 25, 2025 **What do you like best about Fin?** Easy to integrate and sounds promising on paper. **What do you dislike about Fin?** 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. **What problems is Fin solving and how is that benefiting you?** Helping with CRM platform **Official Response from Kateryna Kharytonova:** > 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 robert.stapleton@intercom.io if you want to talk. I appreciate you using us after all these years and hope we can make this work. Thank you. ### 6. Not happy with the experience **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2025 **What do you like best about Fin?** Very convenient that it is already built-in tool **What do you dislike about Fin?** However, the performance is very poor. The price for such a performance is crazy high **What problems is Fin solving and how is that benefiting you?** It helps provide faster answers to the customers without the need of human contact. However, its performance is very poor and at the of the day the human contact is still necessary. **Official Response from Kateryna Kharytonova:** > Andrew here, I’m a manager at Intercom supporting our customers using Fin - I’d be curious to know what performance issues you’re seeing with Fin, our customers see strong resolution rates using it and are able to automate much of their inbound support volume. Feel free to email me directly at andrew.randazzo@intercom.io with more information so I can take a closer look at your setup. ### 7. Great UI and lots of bugs **Rating:** 0.0/5.0 stars **Reviewed by:** Preetish P. | Growth and Marketing Leader, Small-Business (50 or fewer emp.) **Reviewed Date:** February 24, 2025 **What do you like best about Fin?** The UI is beautiful and they have made it easy to communicate with customers using multiple channels. **What do you dislike about Fin?** They have 0 empathy for their customers. God forbid if you encounter a bug, it will remain unattended for weeks (even months). **What problems is Fin solving and how is that benefiting you?** Customer lifecycle communication management. **Official Response from Kateryna Kharytonova:** > Hey Preetish, Bobby here, I lead the Support Team. I'm sorry to see this. While bugs happen, the detriment to customers is high. And the last thing I want is for you to feel like we don't care / empathize with you. I read your conversation and am following along on the open bug. The team is working on it -- and myself or Racheal will let you know as soon as it's fixed. Feel free to email me at robert.stapleton@intercom.io if you need anything else or want to chat. Thanks man ### 8. Doesn't care about customer needs. **Rating:** 0.0/5.0 stars **Reviewed by:** Jonas M. | Founder & Head of Technology, Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2024 **What do you like best about Fin?** Software is fine. Many features an a great Messenger. Pretty easy to integrate the messenger into ones frontend. **What do you dislike about Fin?** Very expensive, has a 12 month contract forcing the customer to pay for 12 months even if they would like to cancel early due to financial or other reasons. Customer support is (sometimes) aggressive and slow (generally). We've used Intercom for about 2-ish years on a daily basis. **What problems is Fin solving and how is that benefiting you?** Intercom allows us to have an inbox that recieves emails and social media messages in one unified place. **Official Response from Kateryna Kharytonova:** > Hi Jonas, Bobby here — I lead the human support team. Sorry to see this feedback. We offer both month to month plans and annual plans so customers can choose what's best for them. If a customer chooses annual we can edit/adjust as needed. It looks like things have turned around since you posted this and are back on track to renew on our new pricing plan. The new pricing is built from the ground up to be flexible, priced competitively, and still give some access to all areas of the product. I'll stay in touch with Sales team as they work on your contract. ### 9. Can't Get Anyone to Respond **Rating:** 1.0/5.0 stars **Reviewed by:** Tracy C. | CMO, Small-Business (50 or fewer emp.) **Reviewed Date:** June 20, 2024 **What do you like best about Fin?** Their website and what they say they can do. **What do you dislike about Fin?** Their sales and customer service teams are nonexistent? I cannot get anyone to respond to my inquiries. I've filled out the Contact Sales form multiple times and no response whatsoever. Not even an automated one. I've gotten on chat and chatted with someone. And part way through they just ignored me. It's so ironic for a Customer Service platform to have the absolute worst customer service I've ever experienced. **What problems is Fin solving and how is that benefiting you?** It's not benefiting me because I can't get a sales person to respond no matter what i do! **Official Response from Kateryna Kharytonova:** > Hey Tracy, Bobby here, I lead the Support team. I'm sorry about this. We messed up and this shouldn't have been this hard. I see the team is chatting with you know. I'm going to email you in case you need anything else. ### 10. Powerful Software, terrible company with horrifying billing practices **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** September 14, 2023 **What do you like best about Fin?** Powerful Sofwtare that can do many things. Automation tools that fit the majority of use cases. Decent (not great) CRM **What do you dislike about Fin?** Purposely Opaque and dishonest billing systems. Incompetent staff. Once you have it installed they exploit you for CONSTANT fee hikes. Constant pitches to upgrade plans and required extra fees. Unecessary limitations on features **What problems is Fin solving and how is that benefiting you?** Intercom is our priomary source to email customers as well as push notifications. It is also our primary means of chatting with customers for support. **Official Response from Kate Sugrue:** > Thank you for leaving us such a candid review. It's obviously never nice to hear a customer have such a disappointing experience so I really would appreciate if you could get in touch with me at kate dot sugrue at intercom.com so that I can find out more about this and look into what's caused some of this. One thing I can speak to is our billing systems, we are actively improving this experience and you will see this kick in over the next few months. I hope to hear from you soon, Kate ### 11. They see customers only as $$$. No flexibility, hidden fees, forcing features you don't need. **Rating:** 0.0/5.0 stars **Reviewed by:** Kalev K. | Product Marketing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2022 **What do you like best about Fin?** The product functionality is ok, but the way their sales and support is scamming customers is just insane and not proper for a 21st century modern company. It's more like a mafia organization. **What do you dislike about Fin?** Their pricing, sales and support is built up to scam you. They lock you in with 12 month contracts, not possible to cancel. Then we didn't need the plan we had and we just wanted to downgrade to the basic starter plan that they promote on their website, but Intercom sales told us, that to downgrade to Starter, they would delete our account and all data and we need to create a new account. Like WTF??? They force you to include features even if you don't need them, telling that it's not possible without those, but in the invoice you have rows for those features. They told us that we don't have to pay for users, only need to pay users that use certain specific features. When the invoice arrived, they charged for all the users. And the list goes on and on... **What problems is Fin solving and how is that benefiting you?** Product tours ### 12. Awful subscription management **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2022 **What do you like best about Fin?** Intercom Chat is great and the slack integration is very helpful for keeping others aware of conversations without sending lots of notifications after the chat is initiliased. **What do you dislike about Fin?** Subscription management needs a lot of work. Instant downgrades after paying for a full month is robbery and gating simple features like an email drip series behind a several hundred dollar customer engagement plan is ridiculous. **What problems is Fin solving and how is that benefiting you?** From all the latest updates I feel the company's direction is confusing. For a company that sells customer support software, the 2 business day turnaround for getting a response is laughable. Practice what you preach. ### 13. Great product, seriously shady sales practices **Rating:** 0.0/5.0 stars **Reviewed by:** Gabriel M. | Founder & CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** February 01, 2022 **What do you like best about Fin?** Slick user interface, easy to setup. Powerful integrations. **What do you dislike about Fin?** The pricing is not transparent at all, difficult to understand, and engineered to trick you. They attracted us with their "Started" plan, which was a bit more expenive than our existing service. At some point during our migration, we discovered we might need an additional feature that is only available in their next tier, called "Conversational Support". To our surprise, this would multiply our monthly bill by a factor of *5*, and require us to go to a yearly engagement. Since we were just looking to automatically assign incoming chats from a specific part of the world to an employee, we decided this was not worth it and that we would simply assign chats manually as they come -- the volume is very low, sometimes just 2-3 per week. More recently we started looking at another feature, bots, which is not available in the Start package. We thought that this might justify us moving to their "Pro" tier, so I circled back with the Intercom sales team to get an updated price quote -- just like last time, I couldn't get pricing from their web site and had to schedule a call with the account manager. That took a few days to get scheduled, and a few minutes before the call, the account manager reached out to let me know she would only have 15 minutes available instead of the time we had scheduled so we were in a rush. The only thing that was accomplished during this call was to make me even more confused about the pricing structure and available options and to prompt me to write this review. I learned about a new feature, Resolution Bots, which unlike Custom bots are sold and priced separately. I also learned that even though Custom bots are free, but that you need a "Proactive Support" seat for them. How much does that cost? I have NO idea, because I need to reschedule another call with their account manager. I still don't have any pricing, but one thing is sure at this point: it will be even more expensive than the previous quote, which was already more than 5 times higher than our ZenDesk bill. Thankfully for us, we don't do marketing or outbound messaging -- or else we'd get sucked into the per-conversation pricing that others on G2 have been talking about and which seems just as hard to comprehend. I am a technical guy and i've been building software my entire life, but I am absolutely unable to understand how their pricing works, and have no idea what to expect or budget in terms of cost increase -- I am genuinely worried that we hit some threshold in the near future or that a change in their pricing structure means we need to start paying 10x what we're paying today. This is making us re-evaluate our decision to switch to Intercom, and I went from being a promoter to a vocal detractor of the company, despite the fact that I like the product itself. I feel like I have fallen for a scam and I regret moving so quickly to Intercom without doing more research. Transparency is king in this day and age, but Intercom is clearly not on that path. **What problems is Fin solving and how is that benefiting you?** Our main goal was to improve the user experience for support with chat. **Official Response from Eabha O'Sullivan:** > Hi Gabriel, thanks for taking the time to leave Intercom a review and giving us feedback on your experience with working with us. I'm really sorry to hear about your experience with Intercom and want to let you know that we really do take this feedback seriously. For our billing and pricing packages we have been focusing on delivering clear pricing to our customers and create a pricing structure that allows both of our businesses to succeed. However, it sounds like this wasn't clear and that's on us. I also apologize for your rushed call with one of my colleagues, this isn't the experience we want our customers to have so I am really sorry about that, they should have let you know in good time before the call or rescheduled if it didn't suit. It's also not good enough that you came off that call without a clear understanding of our pricing and gotten to the end of it when speaking with your account manager. I have passed this feedback onto our sales team. I'm really sorry to hear that you are no longer a promoter of our product and brand - this is really disappointing to hear. I'd love to see if we could work this out and get you back to a promoter so if there's anything we can do to turn that around please let me know. Thanks, Eabha (Customer Engagement) ### 14. Intercom is extremely overpriced and inadequate for customer campaigns **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 25, 2023 **What do you like best about Fin?** We can link to our database and have (user, company) attributes in intercom with filtering options **What do you dislike about Fin?** They replace the 'campaigns' feature with the hideous 'series', which is buggy, has bad UI, is not responsive, and leads to severe mistakes. eg you cannot save the series, having a block unlinked to a rule **What problems is Fin solving and how is that benefiting you?** It is great as a customer support tool, probably the best out there ### 15. A customer support company with a terrible customer support **Rating:** 0.0/5.0 stars **Reviewed by:** Michael R. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 24, 2022 **What do you like best about Fin?** Event-based series are useful for SaaS companies, if you want to automate support **What do you dislike about Fin?** Exepected a better level of suppoort from a company that builds customer support product. The support team is unknowledgeable and will always blame you first before looking into a case. They ignore questions that fall outside ofd their scripts and are not incentivized to help. **What problems is Fin solving and how is that benefiting you?** Support automation **Official Response from Eabha O'Sullivan:** > Hi Michael - thanks for taking the time to leave Intercom a review and let us know what you like, but more importantly where we could improve. We aim to answer all support queries within 2 business days (depending on nature and account) but it sounds like this wasn't what you experienced. I had a look through your conversations internally with the support team and I'm sorry if you feel that our reps answers are scripted and not incentivised to help. We use Macros, like lots of our other customers, but do not work off a script and always give a level of personalisation as that's what we pride ourselves in! I've given this feedback to our support team as it sounds like we can do better - hopefully next time you need us, you'll be more impressed. As always, we welcome feedback through the Messenger too! Thanks, Eabha ### 16. Trying to do many things and failing to be very good at either and a problematic business model **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** July 24, 2022 **What do you like best about Fin?** The good things about Intercom are the easiness of integrating it, and a very nice UI-UX **What do you dislike about Fin?** The business model is very problematic - their analytics feature is great but for most packages, you get only median data, for averages you have to pay more - why? Not integrated with CRM, you need all kinds of apps They say they do product adoption as well, outbound messaging and product tour prices are ridiculous, there are products that specialize in that and do it better. **What problems is Fin solving and how is that benefiting you?** Supposed to be solving support ticketing and product adoption, while support they do well product adoption has a lot of improvement needed **Official Response from Eabha O'Sullivan:** > Hi there - thanks for taking the time to leave Intercom a review and letting us know what you like and more importantly, where we can improve. I'm sorry to hear that you are disappointed with our business model and can understand how having to pay for extra features is frustrating. We aim to provide a pricing structure that communicates the value of our features, while letting both of our businesses succeed, however, we know that's not always the case and take your feedback onboard. I have shared this with our pricing team. I'm also sorry that you are disappointed with the number of apps needed, there are so many CRMs so to try serve as many customers as possible we partner with integrations rather than focus on one CRM integration within the app. We do really take feedback seriously at Intercom and I have flagged this internally. Thanks, Eabha ### 17. Intercom redefine what 'active' means, in a bad way **Rating:** 0.5/5.0 stars **Reviewed by:** Christopher T. | Chief Executive Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** January 27, 2022 **What do you like best about Fin?** The chat widget has integrations with Calendly for remote scheduling of meetings. **What do you dislike about Fin?** The pricing is deliberately misleading and designed to trick users. I wish I had read more of the reviews covering this off before proceeding. They define 'active people' as people who are not active, archived, and bill you for that tier across all services. I got charged for 10,000 active tier on a service that sent 1 message. For a period with 662 chat conversations. Intercom charged me over $1000USD, doing research there are many comparable services that charge less than $100USD for the same thing. The support at Intercom (when you can reach them) are experts in pointing you to various definitions of how 'active' is defined by 'inactive' contact types. You have to deep dive into filters to actually find the data that they bill you on. If you use the platform for long enough, you will likely fall victim to one of the many traps where you can unintentionally triple your bill. So far there is zero interest from Intercom to resolve my concerns. Personally, I feel like I have fallen for a scam and I will be moving to another provider. It looks like I will save $300-500+ without much effort. **What problems is Fin solving and how is that benefiting you?** Chat widget for customer engagement **Official Response from Eabha O'Sullivan:** > Hi Christopher - thanks for taking the time to leave Intercom a review and letting us know some valuable feedback. At Intercom we take feedback really seriously and are always looking to improve everything we can. I tried to dig into your account on Intercom to see if I could get more details but couldn't find you so can just go off what's in your review. I'm really sorry that you have had a negative experience with Intercom. Our pricing is something we've had feedback on before and so last year introduced more transparent pricing to try combat this but understand that still this didn't solve the issues for everyone. When it comes to support we aim to answer all queries within 3 days, depending on the nature of the enquiry and account type but it sounds like this may not have been the truth for you and I apologize for that and have given this feedback to our support team. We appreciate your business and hope we can continue to be partners. Thanks, Eabha (Customer Engagement) ### 18. Lost significant revenue and customer goodwill due to intercom's lacking prompt customer support **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2021 **What do you like best about Fin?** The customization of data properties is helpful, also I did appreciate the "guides" feature. There are a lot more advanced solutions out there when it comes to intelligent chat and in-product engagement, however. Intercom may have been the first major player but they're no longer the leader. **What do you dislike about Fin?** Support and they've revised their model to nickel-and-dime customers. Before the pricing complaints, let me just say the customer support intercom offers is AWFUL. We've lost a not insignificant amount of revenue and productivity due to intercom's lack of responsiveness. It drives me bananas how I see "we'll get back to you in a few hours" and then I get a response 5 or 6 days later. It's truly unbelievable. In terms of pricing, it's ridiculous quite frankly. And it's such a burden to have to deal with a whole process to get the right quote based on your use-case. Why not just charge a flat fee like most other solutions with more easily understand pricing. Overall it's an overcomplicated set up where you keep having to pay more to access small pieces of the platform. I'd much prefer something all-inclusive. **What problems is Fin solving and how is that benefiting you?** the integrations that you think would be simple or a no-brainer are incredibly difficult to work (if they work at all) and when something isn't working or we need help, there's nobody on the other end of the chat box to answer, no matter how much you pay! **Official Response from Eabha O'Sullivan:** > Hi there - we appreciate you taking the time to leave us a review and a detailled one at that. I am really sorry the experience you outlined above, this really isn't good enough from our team. I'd love to get more information on it if possible to see how this happened and make sure it doesn't happen again. I know this isn't much use to you, but, I hope that we can work together to improve this for future Intercom users. Please get in touch via the Messenger and mention that you're a G2 reviewer. I'm also sorry that you were disappointed with our pricing. We try to create a pricing structure that communicates the value of our business while allowing both our businesses to succeed. We know that one pricing structure will not suit everyone but work to try incorporate feedback as much as we can. I hope we have not lost you as a customer and that Intercom can win back your trust and loyalty. Thanks, Eabha (Customer Engagement) ### 19. Over-priced, dumb software with crappy service **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Fin?** We are dependent on intercom because the majority of our user and customer interaction starts with chat. As a freemium, Saas company where more than 60% of our new customers purchase w/out a zoom call, being responsive on chat is critical to our sales and retention strategies. We have 2k+ chats every month. It is user-friendly for our support team and allows us to measure our response times very granularly. We also use Intercom's nurturing messages to initiate conversations with users. **What do you dislike about Fin?** We initially were paying about $1k/month. This was fair. Then, Intercom rolled out new pricing with minimal warning. We now pay $4k/month for the software, and our price has increased almost every month. Whether it's the number of active contacts, some feature or add-on we need to buy, or adding new users; Intercom has found way too many ways to increase their price. We've also had to spend a lot of time transitioning to their new chat nurturing system. At first, they gave us a deadline of switching over of a few months. We made it a priority for us to switch over, which was 10s of hours. Then, we found bugs in the new system. Ultimately, it took them six additional months to launch the new product, and we felt like we were their QA team during that time. After switching over, we recently had an issue with our targeting which they acknowledged was a bug. But, it took them a long time to get an engineer to look at it, which impacted our results. Of course, our cost increased in the process. We also have bounced around from account manager to account manager. None of them have ever dug into how we use the product or offered any suggestions unless it's to sell us something. Lastly, even the new nurturing process is dumb and Marketo circa 2010. It's almost impossible to set up targeted nurturing once you have more than one factor to use for targeting. At this point, nurturing should be smart enough to send the right message at the right time after we create messages and suggest targeting. Lastly, with the current system, if our users don't log in for a bit, they get a pile of messages all at once. I would think that the system could at least be setup to send only one message at a time until it's read or dismissed. We will be evaluating alternatives in the new year. **Recommendations to others considering Fin:** Look for alternatives first. They were the first, but they are too expensive and haven't improved the product or experience. **What problems is Fin solving and how is that benefiting you?** We are providing quick service to our customers with chat. We are encouraging users to use our product more with nurturing messages. We measure our team's responsiveness with their analytics. We are booking calls with our sales team via chat conversations. **Official Response from Eabha O'Sullivan:** > Hi there - thanks for taking the time to leave us such a detailed review, we really appreciate it. It's great to hear about the features you like with Intercom and understand how we help your business. We also really appreciate your feedback - we welcome all feedback, good and bad to help us improve our product offering and service. I'm sorry to hear your experience with increases in your contract. Pricing is something that we have received feedback about before and so are trying to be more transparent in the pricing structures that we give our customers so they can understand why they are being charged a certain amount. I'm also sorry to hear about the issues you had while migrating over to Series. As with every product, when it's launched new optimisations are discovered as it is rolled out to our customers. We try our best to launch as near to a perfect product but when more people start using it things are discovered and we appreciate your partnership in helping us discover improvements. Sorry that it caused you time and effort and I hope the version we have now is helpful for your business. We welcome feedback on new products a lot so I will let our product team know about the features that you and your team would find helpful. I'm disappointed to hear that you have been bounced from account manager to account manager - this is not an experience we want our customers to go through. It's our job to know everything we can about customers and it sounds like that's not the experience you have received. I'd like to dig a little deeper into your account and see if there's anything we can do to help this not happen again in the future. If you'd like to give some contact details let me know and I can look into this for you. Thanks again, Eabha (Customer Engagement) ### 20. Annoying UX , missed conversations, missed sales **Rating:** 1.0/5.0 stars **Reviewed by:** Nick R. | B, Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2021 **What do you like best about Fin?** Love the macros feature, the ability to type out presaved messages is great **What do you dislike about Fin?** Horrible notification settings, so many missed opporutnies and sales resulting from this, which is the whole reason why we have the platform in the first place!!. I cannot believe you can toggle notifications for individual channels; this seems like such a basic feature that has still not been implemented. Your competitors are all doing it! The constant notfication noises are so annoying and constantly go off, even when my laptop is shut. It is literally notorious in my business, and people get excited when they no longer have to cover intercom due to the annoyingness of the notifications. After speaking to your support team, apprently I am not the only one that has voiced this, so why has nothing been done about it? We asked for when it would be available on the roadmap and couldnt get an answer for that either. It will eventually pull people away. from your platform **What problems is Fin solving and how is that benefiting you?** Solving customer queries and I have realised how good it is from a potential buyer, if they can speak to someone direct **Official Response from Eabha O'Sullivan:** > Hi Nick - thanks for taking the time to leave Intercom a review. I know our team used the pre-saved messages a lot too so it's good to hear you're utilising this as well! We appreciate your detailed feedback around notifications and I can see that you have already chatted to Sarah, on our team, about this feature request. I've made a note on your profile to say that you have requested this through G2 as well. I can see that Sarah has added a note to our product team to bump this feature request too. Should anything change, I'll let you know! Thanks, Eabha (Customer Engagement) ### 21. Great unified platform for customer engagement/lead management. But don't expect stellar support. **Rating:** 0.5/5.0 stars **Reviewed by:** Aaron C. | Operations Director, Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2021 **What do you like best about Fin?** It's nice that all customer management functionality is in one app. It allows us to provide support and engagement messaging to our clients without trying to juggle multiple apps. This means making any changes to either campaigns, support articles or automation tasks simpler for our staff. **What do you dislike about Fin?** Over the past year or so, their support leaves much to be desired. It's been over one month since I raised a billing-related query with the support team, and I'm still waiting for answers, despite numerous follow-ups. Their pricing model has also become increasingly confusing. If you plan on signing up to Intercom, be prepared to pay a premium, and bring someone with a maths degree with you to calculate the real-life cost for your business. **Recommendations to others considering Fin:** Having used multiple integrated tools, recommending another platform would be difficult. All of them have their shortcomings. If you have a development team who can integrate for you and can understand Intercom's ridiculous pricing strategy, and the pricing is fair for your business, I would say try it. They offer an early start plan which is $49/m for the first year for new companies. Just bear in mind, if you have any questions or need support, you may be waiting a while. Slightly ironic for a service that provides support/engagement solutions. **What problems is Fin solving and how is that benefiting you?** Intercom lets us track a lead through the onboarding journey and support them through their lifecycle within our product. Having everything centralized helps with GDPR requirements and streamlines our support and marketing workflows. **Official Response from Kate Sugrue:** > Hi Aaron, Thanks you for taking the time to leave us such as detailed review. It's great to hear that Intercom is helping you support your customers through their lifecycle within your product and is streamlining your workflows. I can see that you experienced some delays in responses to your queries recently and will be looking into what caused these as it's not the experience we aim for. From my side it looks like all conversation have been followed up with now but do let us know if this isn't the case. When it comes to billing we have some exciting plans in the works to help make things a bit more digestible for you, and will continue to align our pricing and packaging with customers needs and the value they see from the products. I'll send your feedback directly on to the team involved. Thanks again for leaving us such a candid review, Kate (Intercom - Customer Engagement) ### 22. Support is a big challenging problem **Rating:** 0.0/5.0 stars **Reviewed by:** Pedro G. | Chief Executive Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2022 **What do you like best about Fin?** App is very simple and looks great for any generation. **What do you dislike about Fin?** There are some weird things, you cannot mass delete users? Why is that? Also their views do not work with the Slack integration or mobile app. **What problems is Fin solving and how is that benefiting you?** Customer support. **Official Response from Eabha O'Sullivan:** > Hi Pedro, thanks for getting in touch to leave us a review and letting us what you like (and what you don't!) I'm really sorry that you aren't satisfied with the support you have received from Intercom - I'd love to get some more detail on where we fell down so that I can see how we can improve this going forward for you and your team and others. You can mass delete users within Intercom - below are the instructions: - Tag the users which you would like to mass delete (you can add tags to multiple users based on criteria or upload through a .CSV once you have the "User ID" included and then add a tag through the CSV Importer) - Beside the "Add tag" button, click "More" - Select "Archive Users" Hopefully this is useful for you! In terms of integrations with Slack, unfortunately, we do not manage that integration and as a result rely on Slack to make these improvements. I have flagged this with our Partnerships team as something to bring up with the Slack team. Thanks for your feedback! Thanks, Eabha (Customer Engagement) ### 23. Need an alternative to Intercom, their pricing and service has driven me away. **Rating:** 1.0/5.0 stars **Reviewed by:** Michael T. | Product Manager **Reviewed Date:** January 07, 2022 **What do you like best about Fin?** Rich feature set, broad community and a lot of integrations with the most popular tools. **What do you dislike about Fin?** They have the worst customer service and sales team of any SaaS app I have ever used. The plans and pricing are always confusing, cryptic, and not transparent. Very expensive for what you get. **What problems is Fin solving and how is that benefiting you?** Sales and Support customer service, plus email marketing and customer onboarding and engagement. **Official Response from Kate Sugrue:** > Hi Micheal, Thank you for taking the time to let us know about your Intercom experience - it's certainly not how we aim to make our customers feel. I've taken a look but I can't find any recent conversations you've had with our team. I can see that the original review was left over a year ago and there have certainly been a lot of changes in our services and feature offering since then so please do get in touch with me directly if there is anything you would like me to answer or escalate for you. My address is kate dot sugrue at Intercom dot com. Thanks again, Kate (Intercom - Customer Advocacy) ### 24. Expect Regular price increases, Long delays to get answers and basically contempt... **Rating:** 0.0/5.0 stars **Reviewed by:** Adrian M. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** December 27, 2021 **What do you like best about Fin?** We started using Intercom 4 years ago. There a many tools now that can match Intercom in terms of features and offer better service. **What do you dislike about Fin?** The price increases regurlaly Little Customer Care and no Customer Success at all Hard to read pricing. If you are not on the top plans you'll always be limited. Pay or leave... **What problems is Fin solving and how is that benefiting you?** Customer Care **Official Response from Eabha O'Sullivan:** > Hi Adrian, thanks for taking the time to leave us a review and letting us know your feedback. I'm sorry to hear of your experience with Intercom, especially when you are a long standing customer of 4 years. I'm sorry that you have found us to increase the price regularly. This is feedback we have received before and so we have worked hard over the last few months to communicate the thought behind our pricing to help our customers understand why they are being charged a certain amount but I do apologize if you have not found this to be true. In terms for customer support and car, we aim to reply to all enquiries, depending on their urgency, within 2 business days but it sounds like you didn't experience this so would love, if you're happy to, to hear more details around your experience so I can get to the bottom of what has gone wrong. We are also hiring heavily for customer support to try decrease the wait time for our customers. Thanks, Eabha (Customer Engagement) ### 25. Works well enough but not as good as the competition. **Rating:** 1.0/5.0 stars **Reviewed by:** Bob L. | M, Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2021 **What do you like best about Fin?** UI makes it fairly easy to prioritize tickets in the queue and the support staff is responsive and excelent with answering questions **What do you dislike about Fin?** The systemis "clunky" at best. Customizing notifications for specific customers or agents is difficult and requires workarounds. Sort options for age/response time are not granular enough. Notifications for SLA's seem to be nonexistant. **What problems is Fin solving and how is that benefiting you?** We are using this as our support ticketing system for our SaaS product. The "inline" chat bubble type support window works quite well and is the main benifit of this platform. **Official Response from Eabha O'Sullivan:** > Thanks for taking the time to leave us a review Bob. It's good to hear that you've found our customer support team to be responsive and have a great knowledge of the product. I am sorry to hear that you are frustrated with the lack of customisations available for notifications. We are always looking for ways in which we can improve so I will let our team know that this is a pain point. If you would like to tell me more about this in detail so I can see if there's any work around, please get in touch via the Messenger. Thanks, Eabha (Customer Engagement) ### 26. Customer support and sales totally non-existent! **Rating:** 0.0/5.0 stars **Reviewed by:** Andrea B. | CEO **Reviewed Date:** November 25, 2021 **What do you like best about Fin?** Help center and bot User interface and experience **What do you dislike about Fin?** Customer support and account totally non-existent We pay more than 2.000 $ per month and we haven't received a callback or reply after several requests. Unbelievable! **What problems is Fin solving and how is that benefiting you?** Customer support and help center **Official Response from Eabha O'Sullivan:** > Hi Andrea, thanks for taking the time to let Intercom know about your recent experience, albeit not a pleasant one. I did some digging into your account and can see that what happened to you wasn't acceptable from our side. You've been a valuable customer to us over the last 3 years and we appreciate that loyalty. I can see that Kieron let you know about what went wrong as he was out for some time due to some family circumstances and then his manager, who was looking after your account, went on paternity leave. I can also see that Kieron was to report back to you through email so please let me know if you need me to follow up there. This is not the experience we want any customer to have dealing with Intercom support and I hope that you can understand that this usually doesn't and these were just unfortunate circumstances that I hope wouldn't be likely to happen again. I really am truly sorry about your experience and I hope that we can work together to try rebuild some of the relationship that we have damaged. Thanks, Eabha (Customer Engagement) ### 27. Overpriced, slow support **Rating:** 0.0/5.0 stars **Reviewed by:** Gareth M. | Co-Founder and CEO, Design, Small-Business (50 or fewer emp.) **Reviewed Date:** January 07, 2021 **What do you like best about Fin?** Intercom is great in that the front end is well organized and has a good visual hierarchy. Of particular value is the way in which it addresses communications for the entire sales funnel from lead through closing and support. **What do you dislike about Fin?** The Intercom feature options are carefully sliced up to force one to pay as much as possible - and the fees for the different features are wholly exorbitant, in many cases ten times the cost of comparable alternatives (that in some cases offer more functionality). In addition, support turnaround is very slow (we've waited up to 8 days for a response) and when one does get a response, it's generally of the obsequiously cheerful and utterly unhelpful variety - typically directing one to a knowledge base page for an unrelated issue. In other words, deflection rather than support. **Recommendations to others considering Fin:** Intercom is excellent, but way overpriced, and the support is slow and generally not very helpful. **What problems is Fin solving and how is that benefiting you?** Intercom enables responsive interaction with a large userbase, and with it we're able to service over 15,000 high-touch customers with a 3-person team. That said, it's ridiculously overpriced for what it offers, and if you need help, you're basically on your own. **Official Response from Kate Sugrue:** > Thanks for letting us know about your Intercom experience Gareth, I'm sorry to hear our pricing structure does not align to the value our tools bring you. As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Though we recently did see a spike in volume that temporarily slowed down our reply times, 2 days is currently the maximum and that would only be for conversations from a lower tiered subscription or a conversation not identified to be urgent. That said, we know speed is important when you're facing an issue and I'm sorry to hear your experience wasn't positive. I'll make sure your feedback is passed on to both our pricing and support teams here. Thank you for your candor, Kate (Intercom - Customer Engagement) ### 28. Horrible experience transitioning from annual contract to month to month. **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2021 **What do you like best about Fin?** intercom is fine, but has huge issues on the renewal side of things **What do you dislike about Fin?** When our annual intercom contract came up for renewal, we wanted to go month to month. When this happened, intercom basically told us that our subscription was going to be cancelled and we would need to re subscribe. Instead of just keeping all the services, we would have to select them again. Which I guess is not totally horrible, but the horrible issue is that no one would tell me how to manage the transition from annual to monthly in order to ensure we had no service interruption. The only thing I get from them is the below. employee x Jan 28, 2021, 1:32 PM to customer Thanks for the insight. I'll share with the team, but I don't think my leadership team will approve. Your transition to month to month will be on Feb 22(end of your current paid term). There's nothing I can do to change the transition from annual to month to month process. I've shared what I need to do, and what you need to do to be on a month to month plan. Even after repeated follows, I can not get any clarity on what is going to happen. **What problems is Fin solving and how is that benefiting you?** managing our customer question flow. **Official Response from Kate Sugrue:** > Thank you for bringing this to our attention. I've reviewed the conversations and can see you've spoken with a number of our team and that Kim, your dedicated account manager had a call with you last month to talk through the process of switching your account. I'll be looking into the experience of clients who want to move from annual contract to month-to-month in more detail as I can understand the worry it would cause not being certain if you would experience down time to your services. Thanks, Kate (Intercom - Customer Engagement) ### 29. Good for simple chats, horrible for anything else **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2021 **What do you like best about Fin?** The different types of messages you can send such as posts/messages/custom bots. **What do you dislike about Fin?** It's so limited, especially on reporting and their internal support. For being a company whose product is chat support, their support is AWFUL. I can't stress enough how terrible their support is. **What problems is Fin solving and how is that benefiting you?** It's doing fine for our support team but they are very behind on any kind of marketing/lead gen benefits. **Official Response from Eabha O'Sullivan:** > Thanks for taking the time to leave Intercom a review. It's great to hear that our customers are using all the different outbound messages that are available to make sure they are getting the most out of Intercom. I'm really sorry we've let you down on reporting and our support. I'd love to know how we can do better on both of these and your particular interaction with support. If you want to get in touch with me via the Messenger so I can see what we did wrong and how we can make it up, please do. We are always trying to do better and our support is a main area of focus for us. Thanks, Eabha (Customer Engagement) ### 30. Worst product ever **Rating:** 0.0/5.0 stars **Reviewed by:** Asaf G. | Global Director of Customer Care , Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2020 **What do you like best about Fin?** Nothing at all, they have the worst product ever. I will move away from them the moment I will implement my new system. Just stay away **What do you dislike about Fin?** Horrible customer support (answer after 7 days) No CSM involvement although I pay them $12,000 a year They don't have any good features. I've paid for a premium subscription and then stopped, and all the features just stayed on my page, but I can't use them. They don't deliver at all. Stay away! **Recommendations to others considering Fin:** Just stay away from them, unless you can accept a 7 day for first response and a team that is only offering feature requests for things that are broken. I've had over 30 issues with them, they failed to help me with one. They screwed up my metrics, my data, and my life. The moment I will implement the new system I purchased, it's goodbye time for them. Can't believe I spent $12,000 on pure shit. I get better things in the crapper. **What problems is Fin solving and how is that benefiting you?** Nothing. I plan to move from them the moment I implement a new system. Just stay away **Official Response from Kate Sugrue:** > Hi Asaf, First off let me apologize for the time it's taken to contact our support team. While we don't currently offer realtime support, and you may see some longer response times as our team navigates the changes and challenges going on in the world, we'll never leave a customer hanging and it sounds like we let you down here. I can see that you're currently speaking with my colleagues Emily and Alyson, they're best placed to help resolve these issues for you. Make sure to let them know how else we can be of help to you - from what you've said I think we can do a better job at unlocking the value Intercom can bring to your business. Thanks, Kate (Intercom - Customer Engagement) ### 31. Intercom does NOT listen to customer reviews. **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2021 **What do you like best about Fin?** Friendly UI, eye candy, useful for customers to receive support by the chat bubble. **What do you dislike about Fin?** Intercom does NOT listen to customer's reviews and suggestions. The app, mobile app, is a disgrace and for years people report the same issues and Intercom doesn't care! **Recommendations to others considering Fin:** READ THE CUSTOMER'S REVIEWS. THEY ARE YOUR LIFELINE. HAVE YOU NOTICED YOU CANNOT SIMPLY COPY A TEXT FROM YOUR APP? **What problems is Fin solving and how is that benefiting you?** Providing support to customers, ease of access due to integrations on Intercom web version. **Official Response from Kate Sugrue:** > Thanks for taking the time to review Intercom. I'm glad to hear that you've found our integrations useful and the UI friendly. We take feedback from our customers into account at all stages of our roadmap planning process (in fact you can listen to our recent podcast on this: https://www.intercom.com/blog/podcasts/built-for-you-how-customer-feedback-informs-what-we-ship/) so I'm sorry to hear you haven't found this to be the case. As it sounds like you have already flagged your product request with our team via the messenger I would suggest also posting it to our community forum in the 'Product wishlist' group (forum.intercom.com) as it will allow you to connect with other customers who have similar pain points. Product Managers often keep an eye on this group for their relevant areas and our Community Managers ensures all items are escalated. Thanks again, Kate (Intercom - Customer Engagement) ### 32. Intercom has lost its way (from a customer who's been with them since 2014) **Rating:** 0.0/5.0 stars **Reviewed by:** Rob S. | co-founder/CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2020 **What do you like best about Fin?** Fast access to customer information. Efficiencies as an all-in-one solution. **What do you dislike about Fin?** Sales driven culture has taken over Intercom rank and file. No longer focused on connecting people, but getting customers on larger and larger contracts. Every little feature they launch is an upsell. Not the best solution for support agents compared to others Have 4x'ed the price every 2 years on us with no new value. **What problems is Fin solving and how is that benefiting you?** Support, pre-sales, drip campaigns. It's provided value, but all things that can be done by better stand-alone tools. It's a generalist solution, not really amazing at any individual one. **Official Response from Kate Sugrue:** > Hi Rob, Thanks for leaving us this candid review, I apologize for the delayed response. This is certainly not the customer experience we aim for, especially for folks who've been with us for so long. As Intercom has grown our pricing and packaging has evolved too. We're focused on making sure the cost you pay reflects the value you are seeing, but we're aware there's still work to do for some in this regard so I've made sure to pass your comments on to your account team here. We're always at the other end of the messenger if you'd like to provide any further feedback or thoughts. Thanks, Kate (Intercom - Customer Engagement) ### 33. Awesome tech, but too expensive **Rating:** 0.0/5.0 stars **Reviewed by:** David V. | Founder/CEO, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** March 22, 2021 **What do you like best about Fin?** Great product - particularly like that we can send events and activity from our app to Intercom for single view of user activity. **What do you dislike about Fin?** The pricing model sucks. Gets expensive fast with any sort of growth in contacts. Cost per contact means we tend NOT to use for Leads and are actively looking for alternatives. **What problems is Fin solving and how is that benefiting you?** Mainly interested in onboarding customers and in-app event-triggered comms. Not really keen on the chat, bot, or articles features. **Official Response from Kate Sugrue:** > Hi David, Thanks for letting us know how Intercom is helping you onboard, activate and engage your users. We try to align our pricing with the value you get from the products but I'm aware this is hard to do for every business model. If you haven't already, please do reach out to the team in the messenger and they can chat with you about what options are available to you. Thanks again, Kate (Intercom - Customer Engagement) ### 34. Unresponsive and caused a major service disruption **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** December 02, 2020 **What do you like best about Fin?** We have used intercom for almost 4 years. In the beginning they were responsive and flexible and seemed to genuinely care about helping our business grow. **What do you dislike about Fin?** When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their CEO that our contract was cancelled effective September 20. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change. A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager, Kelly McDonough, will no longer be available to me starting next week. I asked about a new point of contact and never heard anything back. This created an incredibly negative experience. We were told their team now takes several days to respond and we were lucky they were getting back to us so quickly. Intercom has become a rigid company that is no longer invested in helping their customers succeed. Run, don't walk. **What problems is Fin solving and how is that benefiting you?** N/A **Official Response from Phil Byrne:** > Hello, Reading your review, it really sounds like you've had a particularly unpleasant experience where we jumped the gun on your query regarding moving to a monthly contract, were less communicative than we absolutely should have been and you experienced a break in service. There are a few parts of this experience which we'd love to explore further, particularly as during early covid we were offering reductions for businesses affected. As this is an anonymous review I can't locate your account, so please feel free to get in touch via the Messenger. Phil (Customer Engagment) ### 35. Awful support from account managers and support team **Rating:** 0.0/5.0 stars **Reviewed by:** Eleni K. | CMO @Moosend, Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2020 **What do you like best about Fin?** The chat works, the messages are organized. **What do you dislike about Fin?** We have had two renewals without our consent. Both times we voiced our issues, tried to book calls with our account managers but surprisingly didn't manage to before our renewal date. The issues below: - One of our main challenges is the issue with our help article import from Zendesk. Everytime we want to import a new article we need to either delete the existing articles one by one, or contact your support team to delete them, because the existing ones are not being overwritten, but duplicated. This is what your development team has told us. Obviously this is not how this should be working, but neither your support team, nor your development team have given us a viable solution. - Agents using firefox have reported that the app doesn't behave correctly, it lags a lot. Our experience with the support team has been bad. It takes multiple reminders to get an answer, days between responses and faulty solutions. You are too expensive. - The Intercom chat button doesn't show up to customers many times. - The app is laggy and usually has updates without giving us any notice. Our team might be in the middle of helping a customer, when they are unexpectedly logged out. And that usually happens during high traffic shifts. Our current account manager didn't have time to book a call and emailed us simply sending us the new invoice and introducing us to our new account manager. **What problems is Fin solving and how is that benefiting you?** Our support team can reply to customer questions. **Official Response from Kate Sugrue:** > Thank you for leaving us such candid feedback Eleni. I understand your frustrations concerning importing Articles from Zendesk - the import feature was built to cover a one time migration of support articles, rather than a continuous pairing of the platforms. I've made sure to send this feedback on to the product team, along with the Firefox behavior you're experiencing and our updates procedure. Also, you may see some longer response times as our team navigates the changes and challenges going on in the world. Know that we'll always respond just as soon as we're able, and are still committed to getting you the best quality answers and support experience! Thanks, Kate (Intercom - Customer Engagement) ### 36. Too many bells and whistles and complicated UI **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** June 11, 2020 **What do you like best about Fin?** The user-facing experience is pretty and has a lot of functionality **What do you dislike about Fin?** The backend is super complicated and not very easy to use for long term or quick changes. Many of the features require that you start an entire process fresh each time, even if you just discover you had a typo. **Recommendations to others considering Fin:** Intercom is very pretty but really needs help with simplifying the processes for businesses. It should not take a rocket scientist to get a product out of the box and there were far too many unchangeable features for it to work well with our goals. We ended up switching to Help Scout and their Beacon product, which worked much better for ease of use and customer support. **What problems is Fin solving and how is that benefiting you?** Intercom was brought into our company to allow us to use a knowledge base and marketing software platform. **Official Response from Kate Sugrue:** > Thank you for taking the time to leave us a review. I'm sorry you felt that Intercom wasn't the right solution for your business, but really appreciate the detailed feedback you've provided. Thanks for letting us be part of your story and for being part of ours :) Kate (Intercom - Customer Engagement) ### 37. Horrendous company, be SUPER CAREFUL of getting locked in **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2020 **What do you like best about Fin?** The UI allowing to construct auto-messages **What do you dislike about Fin?** Intercom is an overpriced scam. They lure you in with nice looking features and then take advantage of the difficulty to later migrate to another product to extract ridiculous prices. Their new pricing pages are so opaque that it's impractical for you to get a good idea of the insanely high price you will have to pay as you grow. Intercom is a grandmaster in fooling customers into drastically underestimating both the actual costs they'll end up paying as well as the costs of migrating away to another solution. In other words, setting up an expensive, painful trap for you. BE CAREFUL and don't make the mistake that we've done. Even if the new pricing they introduced recently somehow seems reasonable for your use case, keep in mind that they DO NOT GRANDFATHER PLANS. This means they can at any time give you a short notice before jacking up the prices in any way they want -- like they've done for us with a 5x (!!) increase over our previous costs. We had to face the hard choice between spending a lot of engineering resources to migrate to another service, or succumb and enrich an evil company. And this came after a couple years using intercom with numerous billing errors, all of them (surprise..) significant overcharges, and all of them followed by heel dragging by their contemptuous customer support for months (before finally admitting their errors and providing the required refund...) We think it's one of the most unethical companies around, pretending to care about their customers but actually blind to anything but their own revenue. Which isn't that surprising given the pressure of their VCs and their plans to IPO.. but the steep price of such pressure will be paid by YOU. Do not believe any of their marketing gimmicks -- make sure you fully understand their opaque, convoluted pricing structure, and if you're willing to pay the true (extremely high) price, insist that they guarantee you no pricing increases, ever. Alternatively, make sure you fully understand the extreme cost and disruption to your business that will be caused when a year or two down the road you won't want to be their exorbitant prices but will already be deeply integrated with their API etc. Other customer engagement platform are gaining up speed quickly and my recommendation to you, especially in these Covid-19 days when minimizing expenses is vital, is to go with the far lower cost solutions out there, those who don't have such a horrendous record of trickery and contempt for their customers. **What problems is Fin solving and how is that benefiting you?** Customer engagement **Official Response from Kate Sugrue:** > Hi there - I’m really sorry to hear that this has been your experience with Intercom. Intercom is founded on the value of great relationships with our customers, so it hurts to see something like this. If you’d like to speak with me directly about what happened and how we may be able to help I’d really like to chat. You can email me (kate dot sugrue @ intercom dot com) if you’re open to a conversation. Kate (Intercom - Customer Engagement) ### 38. Nice product but became way too expensive for B2C **Rating:** 1.0/5.0 stars **Reviewed by:** Jonathan S. | Co-Foundateur & CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 03, 2020 **What do you like best about Fin?** Easy way to communicate with the right users. It's all about send the right information to the right people at the right time. Intercom allows you to do that. **What do you dislike about Fin?** They changed their pricind a year ago and it became wayyyy too expensive for the B2C, where the value per user is not the same than in the B2B. They should at least have kept the same pricing for historical customers. Now, it is not worth it anymore. Currently looking for alternatives **What problems is Fin solving and how is that benefiting you?** Make groups of relevant users, communicate efficiently towards them **Official Response from Kate Sugrue:** > Hi Jonathan, Thank you for taking the time to leave us this review and let us know about your experience. Last year we updated our pricing to better align with the value our customers are seeing from our product and would like to work with you to figure out a way to minimize the impact of this change. Please get in touch with us directly so someone can chat with you about your options. Thanks, Kate (Intercom - Customer Engagement) ### 39. Bad Billing System and Slow Customer Support Response **Rating:** 1.0/5.0 stars **Reviewed by:** Johan L. | Chief Everything Officer, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** March 12, 2019 **What do you like best about Fin?** I will give their features 4 out of 5. Excellent **What do you dislike about Fin?** Their Features was good, you pay what you get with Intercom. But this time I feel very disappointed with this company. Here is my story: - On 12th Feb 2019 I apply for Early Stage Program and get approved, I got an email like this: "Congrats Johan, We’ve verified your eligibility and are excited to welcome you to Intercom's Early Stage Program. When your trial ends on Feb 12 2019, as part of the Intercom for Early Stage Program you’ll pay just $49 per month for all of our Pro Products and Custom Bots........." Something look strange? Yes, the date look strange, the email I received is on 13th Feb 2019 but my TRIAL ENDS on 12th Feb 2019?? 14 Days Free Trial Ends in -1 Day. What a joke. But I don't easily judge people, I make a search on my email and found that I ever sign up for their Free Trial on 2nd Dec 2018 (Not Early Stage Trial, I don't know is it the same or not) and I cancelled my free trial on 3rd Dec 2018. I got my CC charged for the first time by Intercom for $32.67 at 12th Feb 2019 (I'm okay with this one because I found that I ever sign up for their free trial in December 2018) I use Intercome for 2 days and I cancelled my subscription on 14th Feb 2019 (I HAVE ALSO REMOVE MY CARDS) and I got email like this: "Hey there, Looks like you've canceled your Intercom subscription for your app, Maksimal Indonesia. As a result, you'll lose access to Messages Pro, Inbox Pro, Articles, and Custom Bots on Feb 26, 2019. If you think this was done by mistake, you can restart your subscription here, in your billing settings. If you have any questions, or just want to send along some feedback, please reply all to this message!" What shocked me is, today (13th March 2019) they are charging my cards again for $32.67 after this I will call my bank for fraud payment (I call this fraud because I make a check on my account and I even didn't found my card on my Intercom Billing Page, cause I have delete it before) This is my first time being overcharged for what I didn't use in a Live Chat Company. **Recommendations to others considering Fin:** Check another Live Chat Company **What problems is Fin solving and how is that benefiting you?** I only use it for a day and I'm not capable to giving the benefit ### 40. Moving on from Intercom **Rating:** 1.0/5.0 stars **Reviewed by:** Scott B. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** February 19, 2019 **What do you like best about Fin?** Intercom was a terrific platform, very easy to implement and very easy to create campaigns. the learning curve was quite short compared to other similar platforms (crisp). It has really solid help files and the UI is quite excellent for how we were using it. I wish we could afford to keep using it. **What do you dislike about Fin?** The pricing, bar none. They fundamentally have it wrong. You pay for every conversation that you have with your customer. So everytime you engage with a customer and "activate" them, you see your costs go up. The more you engage, the more expensive the platform gets. You can never get to any economies of scale. Its counter-intuitive: you want to create great communication, but then you start cutting back to make sure its within your allocated budget. We went from around $400 a month to run the platform to forecasted to pay $1300 a month, and the only suggestion we got from the intercom team was to reduce the number of conversations with our customers. Umm, isn't this what your platform was about? And it was going to be even more expensive to implement bots. It may just very well be that a smaller SaaS business is no longer a desirable customer for Intercom (which is fine, every business needs to make these decisions - we average $7 ARPA monthly). **Recommendations to others considering Fin:** if you have few customers that you have high value relationships with, then I think intercom is a no brainer, it's easy and effective. However, if you have a freemium model or have a high volume of lower dollar subscribers, the costs quickly spiral out of control and you end up reducing communication to manage budget, which is a really terrible way to deploy a conversation marketing app. **What problems is Fin solving and how is that benefiting you?** It was a great way to have a conversational relationship with our existing customers and improved our retention and helped encourage upgrades with free users (we are a freemium SaaS app). But it got way too expensive and found the same benefits from crisp.com (although crisp isn't as easy to implement, so we did benefit from learning about conversational customer support from intercom so we could get through the tougher parts of replacing intercom with crisp). ### 41. Worst email marketing (and automation) platform I've ever used. CS is good. **Rating:** 0.5/5.0 stars **Reviewed by:** Michael I. | Marketing Manager, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2017 **What do you like best about Fin?** The fact that you can manage your customer service and email marketing all in one platform. **What do you dislike about Fin?** Intercom. Please just acquire another email automation platform. Your developers have no idea what they're doing. With great email automation, you could have the most powerful marketing platform on the planet. - Takes about 5 hours to send an email to one million users. - It's extremely expensive. - A/B testing is an absolute nightmare (you can't A, B, C, D, E) test - You can't archive emails - You can't even preview your html emails before sending them - You can't customize your merge tags (e.g. with title case) - You cannot use AND + OR logic together. It's either all OR or all AND. Pathetic. - Customer service usually takes a couple hours to get back to you. - You can't trigger an email, say, 20 mins after an action occurs. You have to wait a FULL day. Or have it happen immediately. **What problems is Fin solving and how is that benefiting you?** To increase our businesses conversion rate. To get someone to purchase a logo package after they've signed up for an account with us. ### 42. Lacks interoperability with major marketing automation platform **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 24, 2018 **What do you like best about Fin?** It captures web visitors' contact data for follow up. **What do you dislike about Fin?** Getting an account was a pain and Intercom reps were vague in their directions, causing confusion. I needed to integrate Intercom data with our marketing automation platform via Zapier. Zapier was very responsive and helpful, even though the issue was not on their side. I had numerous back and forth with Intercom's reps in which they were unable to translate error messages generated by the Intercom platform, unable to provide alternatives or reasons. Currently, I am in a chat with an Intercom rep from within Intercom. The widget shows him as active and as having seen my messages, but without an acknowledgment from the rep. Pretty disappointing. **Recommendations to others considering Fin:** There are other chat options out there -- do your due diligence, because if it works, great. If it doesn't, it's painful to fix so there's budget going out but no actual value created. **What problems is Fin solving and how is that benefiting you?** Solves the web visitor to contact creation problem. Creates a data integrity problem because the data is locked into Intercom ### 43. OK for basic chat support but not great for reliability **Rating:** 1.0/5.0 stars **Reviewed by:** Louise F. | Dog Trainer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2017 **What do you like best about Fin?** The interface of the "Respond" page is simple and straightforward to use. **What do you dislike about Fin?** Quite often we have found that if an agent takes or responds to a chat, there is a delay in showing it, so another agent has sometimes replied as well and the customer gets two responses. Response time from Intercom's customer support isn't great and more often than not they have not been able to provide us with an answer to our questions. Sometimes a prompt appears asking for the customer's email address, and other times it doesn't. There doesn't seem to be any consistency. **What problems is Fin solving and how is that benefiting you?** We are using it as a chat support for potential clients. ### 44. Overhyped chat software **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2017 **What do you like best about Fin?** It has a nice friendly icon that people see on your website. It does seem to encourage people to click it. **What do you dislike about Fin?** Inflexible development team that aren't interested in any suggestions. Marketing team pretends they are the vanguards of support standards (see their blog posts) but their team can't meet those expectations. Slow support responses and they have no access to people who can actually implement or recommend customer suggestions. Another company trying to be like Apple - "we'll tell the customer what they want". Basic search is just awful. It only searches tags...very hard to track nearly anything. **Recommendations to others considering Fin:** Don't do it. Find something, anything, else. They clearly have an amazing sales team that could sell anything to anyone, but don't believe the hype. It's buggy, bitsy software that lacks simple features (eg searching for pseudonyms or content in closed chats). **What problems is Fin solving and how is that benefiting you?** It's supposed to help us channel sales leads, but it mostly channels support requests and it is not good software as a support solution. ### 45. Buggy and limiting features **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Online Media | Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2017 **What do you like best about Fin?** Snooze feature for messages are helpful. **What do you dislike about Fin?** The lack of intuitive user interface, confusing settings. Unprofessional look and setup of support center. **Recommendations to others considering Fin:** It's good for a small, young, startup. Too limiting for bigger teams and needs. **What problems is Fin solving and how is that benefiting you?** It helps with customer communication. ### 46. Great vision, poor execution **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** January 11, 2017 **What do you like best about Fin?** The promise of a single app for customer messaging is powerful. We love the idea of being able to deliver highly targeted messages across multiple channels, all based on application usage. **What do you dislike about Fin?** We've found that problems in almost all areas of the product have repeatedly forced us to back off of our planned usage. Over and over, we've put together an implementation plan for one part of the product, began to roll it out and found that a series of functional problems prevented us from successfully implementing it. Three examples: - we'd set up an automation campaign that would show new messages when the user completed certain things in the app. We assumed that the "triggers" for new messages would be processed in near real-time, but this isn't the case. Instead they're placed in a queue and the queue size can be long during intercom's busy times. So we couldn't be sure that Intercom would present the user with the right message and we had to turn the campaign off. - if you send multiple manual messages to a user and they haven't seen them, intercom automatically shows only the snippet and they show the oldest messages at the top. In many cases, we found that intercom wasn't even showing the most recent message, so there was no way for the user to even know we'd sent the message. Even if we selected a "Post" type of message (which is supposed to overlay the entire screen), the message wouldn't show up. There's no way to change the order of the messages or to deactivate the older messages. The only way to ensure that your message will show up is to delete old messages, which means that you lose all of the data associated with these messages (i.e., you can't see any of the replies and you can't see any of the open/click stats). - you can't import 'Company' data, which means you have to integrate via the API to use data about the company to trigger messages. Instrumenting every feature isn't realistic, so there are a ton of times where you'd like to message the people in a company that use a feature, but you can't. We've tried to workaround this in a number of ways, but every potential workaround ends up in a brick wall. **Recommendations to others considering Fin:** Be very specific about your use cases before rolling the product out. The product requires a level of commitment in order to get value, so it's very easy to put a bunch of work in, only to find out at the end that the product can't support your requirements. **What problems is Fin solving and how is that benefiting you?** - Increase retention by engaging customers at the point of need and by communicating enhancements to targeted groups - Increase conversion by engaging with customers during the trial and getting them the support resources they need to succeed. ### 47. Rude customer care and lazy **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 28, 2017 **What do you like best about Fin?** At first we like the chat widget, but customers think it is a live chat and not getting immediate responses turn out to be a downsize. **What do you dislike about Fin?** Rude customer care, never any help, they dont care about their customers and their answer to anything is a canned response! **Recommendations to others considering Fin:** Stop making your employees feel so special that maybe **What problems is Fin solving and how is that benefiting you?** Customer care and web chat, we moved on to Drift and Help Scout which is SOOO much better. ## Fin Discussions - [What is the best way to deal with emails sent to your personal email and getting into the help desk?](https://www.g2.com/discussions/what-is-the-best-way-to-deal-with-emails-sent-to-your-personal-email-and-getting-into-the-help-desk) - 1 comment, 3 upvotes - [While interaction can be audio visual emojies be developed](https://www.g2.com/discussions/15032-while-interaction-can-be-audio-visual-emojies-be-developed) - 2 comments, 2 upvotes - [How do you send e-mails and chat for a list of e-mails?](https://www.g2.com/discussions/how-do-you-send-e-mails-and-chat-for-a-list-of-e-mails) - 1 comment, 1 upvote - [Can you add a feature that lets users customize the notification sound for different inboxes?](https://www.g2.com/discussions/50600-can-you-add-a-feature-that-lets-users-customize-the-notification-sound-for-different-inboxes) - 1 comment, 1 upvote - [What's the best way to tag group audiences at once?](https://www.g2.com/discussions/50515-what-s-the-best-way-to-tag-group-audiences-at-once) - 1 comment, 1 upvote - [View Fin pricing details and edition comparison](https://www.g2.com/products/fin/reviews?filters%5Bnps_score%5D%5B%5D=1§ion=pricing&secure%5Bexpires_at%5D=2026-07-12+02%3A16%3A26+-0500&secure%5Bsession_id%5D=12e3c54d-9842-487b-a3ae-445666cc776a&secure%5Btoken%5D=a1f24e3b0c0037549045a742059e43622aca25f2c05cab4fab221174bee7e2e9&format=llm_user) ## Fin Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) - [Amplitude Analytics](https://www.g2.com/products/amplitude-analytics/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [Attio](https://www.g2.com/products/attio/reviews) - [Baremetrics](https://www.g2.com/products/baremetrics/reviews) - [Basecone](https://www.g2.com/products/basecone/reviews) - [Box](https://www.g2.com/products/box/reviews) - [Calendly](https://www.g2.com/products/calendly/reviews) - [Canny](https://www.g2.com/products/canny/reviews) - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews) - [Claude Code](https://www.g2.com/products/anthropic-claude-code/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - [Crisp](https://www.g2.com/products/crisp/reviews) - [EVO~ERP](https://www.g2.com/products/evo-erp/reviews) - [Fullstory](https://www.g2.com/products/fullstory/reviews) - [Glide Classic](https://www.g2.com/products/glide-glide-classic/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [Guru](https://www.g2.com/products/guru/reviews) - [Harvestr](https://www.g2.com/products/harvestr/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [IBM watsonx Orchestrate](https://www.g2.com/products/ibm-watsonx-orchestrate/reviews) - [incident.io](https://www.g2.com/products/incident-io/reviews) - [Instatus](https://www.g2.com/products/instatus/reviews) - [Jam.dev](https://www.g2.com/products/jam-dev/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - [Juicer](https://www.g2.com/products/juicer/reviews) - [Kissflow](https://www.g2.com/products/kissflow/reviews) - [Linear](https://www.g2.com/products/linear/reviews) - [Microsoft Copilot](https://www.g2.com/products/microsoft-copilot/reviews) - [n8n](https://www.g2.com/products/n8n/reviews) - [Notion](https://www.g2.com/products/notion/reviews) - [Productboard](https://www.g2.com/products/productboard/reviews) - [Reusely](https://www.g2.com/products/reusely/reviews) - [RingCentral Events](https://www.g2.com/products/ringcentral-events/reviews) - [SafetyCulture](https://www.g2.com/products/safetyculturehq/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [SendSafely](https://www.g2.com/products/sendsafely/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopware](https://www.g2.com/products/shopware/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [Stripe](https://www.g2.com/products/stripe-agentic-workflow-stripe/reviews) - [Stripe Connect](https://www.g2.com/products/stripe-connect/reviews) - [Sycamore](https://www.g2.com/products/sycamore/reviews) - [Trustpilot](https://www.g2.com/products/trustpilot/reviews) - [TVEyes](https://www.g2.com/products/tveyes/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Mail](https://www.g2.com/products/zoho-mail/reviews) ## Fin Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Messenger** - Sequencing - AI - Live Chat - Customization Interface **User Analysis** - Survey Implementation - Data Analysis **Channels** - Multi-Channel Coverage - Open Listening **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Document Processing - Feedback Collection **Natural Language Interaction - Conversational Interface Agents ** - Natural Language Query Understanding - Multi-Turn Conversation Management - Voice & Text Interface Support **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **User Support** - User Segmentation - Multi-Language Support - Behavior-responsive Messaging **Design** - Personalization - Inbound Identification - Regulatory Compliance **Analytics** - Trends - Performance Tracking - Email Tracking **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Intent & Action Handling - Conversational Interface Agents ** - Data Retrieval from Connected Systems - Intent Recognition & Mapping - Action & Workflow Triggering **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Walkthrough Type** - Audio-visual Walkthroughs - Text Bubble Walkthroughs **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Context & Personalization - Conversational Interface Agents ** - Conversation Context Persistence - User Identity & Permission Awareness **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Platform Basics - Digital Adoption Platform** - Integration - Communications **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Enterprise Integration & Deployment - Conversational Interface Agents ** - Enterprise Application Integrations - Security & Access Controls **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Analytics - Digital Adoption Platform** - Analytics **Functions - Digital Adoption Platform** - Customer self-service - In-app guidance **Agentic AI - Digital Adoption Platform** - Adaptive Learning **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Fin Alternatives - 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