Saturday, November 7, 2026 · Customer reviews of US businesses
The Fair Hearing score
Average
524 reviews
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Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Fin is the Customer Agent company delivering customer experiences across support, sales, and commerce. More than 30,000 companies use Fin products. Fin resolves over 2 million conversations weekly and has surpassed $400M in annual recurring revenue. Founded as Intercom in 2011, the company evolved its product, infrastructure, and team around AI-powered customer communication. Fin is a privately held software company with more than 1,400 employees across six global offices.
Fin (intercom.io) has 524 customer reviews on The Fair Hearing, with an average rating of 3.5 out of 5.
524 approved reviews, newest moderated first
Interface of this tool is very simple and easy to use. The simplicity makes this tool very good for quick and relevant interaction with customers. It can be integrated with your system, which also makes it a perfect tool that saves time. All in all i would definitely recommend this tool.
By Ana
Easy, productive and fast.
By Ognyan G.
Easy to use and lot's of features that had made a big change to the support experience we offer as a SAS company.
By Felipe
I have been reaching out every day for 3 weeks with barely a response, but when they do respond its entirely unhelpful and if I miss responding to them by a day, they close my ticket and I have to start all over. I have lost at least 50k in sales due to the issues with them, they are sending my customers emails from a different brand... I need this fixed TODAY.
By Andrew H.
Response from Fin· Dec 8, 2025
Hey Andrew, Andrew here, I’m a manager on our support team. I believe I found your conversation with our team but feel free to reference this review in your conversation if you’d like to confirm - couldn’t locate an Intercom account under the name used here but did come across a similar issue our team are working on. A few things of note: We currently have a senior member of our team investigating this and have looped in our product engineers to investigate the issue you’re seeing around emails further. It also shouldn’t have taken as long as it did for our team to get to the bottom of this, on the case we’ve found related to this issue we’ve flagged this internally and followed-up with individuals directly to ensure a better experience moving forward. We want to make this right, keep us posted if there’s anywhere further we can support.
Attention, lorsque l'on pense souscrire un contrat à 120€/mois, des frais pour "résolutions" viennent se greffer et c'est 700€ que l'on vous facture! 0.99$ par résolution!!
By Stephane D.
Response from Fin· Dec 8, 2025
Hey Stephane, Andrew here, I’m a manager on our support team. I took a look at your conversation with our team and looks like our team were able to offer some solutions for you so your pricing for our services meet your needs, including setting a usage limit for Fin if you’d like to set hard boundaries on how frequently it attempts to resolve customer conversations. We want to make sure we’re making this right though - feel free to email me directly at [email protected] to connect on this further.
I have been trying to reach our account manager for the past two weeks. He replied once, saying he would get back to me, but since then I haven’t received any response. Our matter is urgent and related to billing, but I’ve been unable to contact him by phone or email.
By Tyyni K.
Response from Fin· Nov 13, 2025
Hi Tyyni, Mariano here, I apologize for the delay in replying to you, we had a temporary decrease in account management reps in October and have since hired more account managers in the region. Our billing team has been communicating with your head of Finance and working with them to sort out your payment method/billing issue. We will continue to support you and your team and see if we can find other alternatives for you to be able to pay your invoices to a non-us bank. Thanks for caring enough about us to share this feedback. It does matter to us. I sent you a message yesterday so we can continue to talk through this and support you and your company with flexible payment options.
Intercom has tons of powerful features and is genuinely easy to use – it really feels like the Ferrari of customer support platforms when everything works. Unfortunately, the live chat support itself is anything but live. Simple questions routinely take 24+ hours to get a response, and there’s zero real-time status page for ongoing bugs or feature outages. We’ve repeatedly hit issues that completely block key functionality, only to be left waiting a full day (or more) for someone to even acknowledge the problem. It’s incredibly frustrating to pay premium prices for a tool that occasionally feels more like a Lada than a Ferrari. Intercom could be unbeatable if the support team matched the quality of the product itself.
By Mimmi K.
Response from Fin· Nov 12, 2025
Hi Mimmi, Bobby here, I lead the Support team at Intercom. I'd like to review your support experiences, I'm sorry they haven't gone well. A few thoughts: We have instant responses with Fin, and the human support team has a first response goal of 1-4 hours. There's a small % of customers that still get our older 24 hour FRT which we're close to making faster too, but you may be falling into that. We work with customers async, since there are few quick wins post-Fin and most tickets require lengthy troubleshooting. I'd love to chat about your experience with status page, and with defects. Some of that is expected, some of it's not. Thanks for caring enough about us to share this feedback. It does matter to us. Please email me at [email protected] so we can chat more. Thanks, Bobby
Smooth and transparent service. Recommend ✅
By JOHN E.
