Saturday, November 7, 2026 · Customer reviews of US businesses
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524 reviews
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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.
Showing 105 reviews with 4 stars · Clear filters
I like the Intercom design/Etc. The only thing I would add is a Free Plan.
By Jojo
Response from Fin· Jan 13, 2022
Hi Jojo - thanks for taking the time to leave Intercom a review and letting us know what you like and your recommendations! We appreciate it! Thanks, Eabha (Customer Engagement)
Feature rich and all encompassing tool perfect for growing customer success and sales teams.
By Justin G.
Response from Fin· Jan 13, 2022
Hi Justin - thanks for taking the time to leave Intercom a review and letting us know what you like! We appreciate it :) Thanks, Eabha (Customer Engagement)
Intercom contains many options and different functionalities. Yet, there are still many things that are missing, especially automation and connecting functionalities on to another. Good luck
By Omri
Response from Fin· Jan 13, 2022
Hi Omri - thanks for taking the time to leave Intercom a review and letting us know what features you like and would like to see more off. I've passed this feedback onto our product team. Thanks, Eabha (Customer Engagement)
Overall pretty solid. I'm not as familiar with Intercom and was kind of dropped into it as the company uses it. I was hoping to create more usage-type reports since it looks like Intercom does some of that, but it's not clear to me if I can create those kinds of custom reports (i.e., show me how many users of demographic Y did action X and break it down on a week over week basis...)
By Monty M.
Response from Fin· Jan 13, 2022
Hi Monty - thanks for taking the time to leave Intercom a review. Firstly, to help you get trained up if you are a new user, I'd recommend using the Intercom Academy as a great place to learn! We also appreciate your feedback on reporting and the granularity available. We are working hard on improving our reporting and hopefully, you will see some improvements soon! Thanks, Eabha (Customer Engagement)
Dear Intercom team , Good day , Firstly , excuse my English :) . I have been using intercom for around 5 months now , I was dealing with different cases , I wished if I can Classified my conversations according to the issue or the problem by creating folders that be shown for me only to classified them as I want to follow up with them later , even if it was reassigned to someone else , so , the folders will help me classified them as categories in the folders according to the case . Thanks guys ,
By Abdulaziz B.
Response from Fin· Jan 13, 2022
Hi Abdulaziz - thank you for taking the time to leave Intercom a review and letting us know some product improvements that would help you! I've passed these suggestions onto our product team. Thanks, Eabha (Customer Engagement)
When I have had to ask a question, I think response time is slow, especially for Intercom, the company that should be THE example.
By LP B.
Response from Fin· Dec 15, 2021
Hi there - thanks for taking the time to leave Intercom a review and giving us some feedback on our support times. We're always looking to improve this and introducing processes that will allow us to. Hopefully, you will see an improvement next time you get in touch. Thanks, Eabha (Customer Engagement)
Great product for keeping in touch with my users in real-time. Would give 5 stars if there were fewer pings from them while I'm using the tool via their message.
By Ian
Response from Fin· Nov 10, 2021
Hi Ian - thanks for taking the time to leave Intercom a review and letting us know what you like! I will also let our team know about your request for fewer pings, we try to keep these to a minimum but know that this isn't always the way! Thanks, Eabha (Customer Engagement)
Perhaps more automated features in the entry-level for premium users.
By Kevin G.
Response from Fin· Sep 22, 2021
Hi Kevin, thanks for taking the time to leave us a review - we really appreciate it! We also appreciate your feedback around automated features for our premium customers, this is great feedback and I'll pass it onto the billing and product team. Thanks, Eabha (Customer Engagement)
