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Fin by Intercom Construction Reviews & Insights

Score8.5 out of 10

791 Reviews and Ratings

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Insights from Fin by Intercom

Synthesised from 48 verified reviews.

Overview

Synthesised from 48 reviews | Last Published May 26, 2026

Intercom, particularly its Fin AI chatbot, functions as a comprehensive customer interaction platform, primarily for support across live chat, email, WhatsApp, and bots. Organizations leverage it as a central ticketing system for timely issue resolution. In TrustRadius reviews, users frequently highlight its intuitive user interface and experience, with 25% specifically citing its strong UI. Robust workflows and automation capabilities are also noted, alongside the Fin AI chatbot, praised for efficiently handling inquiries.

Reviewers report a strong positive impact on customer satisfaction and a significant reduction in response times, with the Fin AI chatbot resolving a substantial percentage of incoming chats. However, a notable area for improvement is reporting and analytics, with 31% of reviewers seeking more robust, customizable, and exportable options. The AI's learning capabilities and flexibility also require enhancement, and some integration limitations exist. Overall, reviewers find Intercom a valuable tool for streamlining customer-facing operations and enhancing client experience, despite identified areas for refinement.

Pros

  • Intuitive user interface and user experience
  • Powerful and easy-to-deploy workflows and automation features
  • Effective Fin AI chatbot for resolving basic to intermediate inquiries
  • Responsive and high-quality customer support
  • Robust integrations with tools like Slack and Stripe

Cons

  • Limited reporting and analytics capabilities, lacking customization and export options
  • Fin AI learning, flexibility, and ability to handle diverse input types need improvement
  • Challenges with user and customer segmentation, especially in B2B contexts
  • General AI and automation features could provide more natural responses and better spell correction
  • Some limitations in third-party integrations, including API access for bulk actions
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Fin by Intercom Reviews

5 Reviews
ConstructionConstruction2Civil Engineering3

Intercom is complete and intuitive

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

I use Intercom for client communications, sending emails, pop ups or low-touch learning journeys with tours and checklists.

Pros

  • Low-touch communications
  • Recurring communications (emails)
  • User-friendly communications interface and editing

Cons

  • Email editing - more email customization features

Likelihood to Recommend

Intercom is an intuitive and complete platform, which makes it possible to centralize various types of communications and segmentations, facilitating contact with the user.
ÉB
Érica Barros
Customer Marketing in Customer Service at Prevision (Civil Engineering, 51-200 employees)
Vetted Review
Fin by Intercom
1 year of experience

If you are looking for a solution to get closer to your customer, Intercom is the tool

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Currently in my company we use Intercom to create and manage user segmentations, monitor their engagement in our solution, create and manage communication campaigns for events, courses, rich materials, product news and everything else that is necessary to communicate with our users.
In addition, we also manage all onboarding of new users with the support of pop up, tour and checklist tools.

Pros

  • segmentation
  • comunication
  • metrics

Cons

  • Reports
  • News
  • Articles

Likelihood to Recommend

Based on my use case, whenever I am asked which tool we use to communicate with our users, I confidently recommend Intercom. Today the solution is more mature than two years ago and I feel like it has evolved a lot. My role is customer marketing and customer experience. In my daily life, I need to monitor sharing data, create segmented campaigns and monitor their performance.
MM
Mateus Mateus
Senior customer experience analyst in Customer Service at Softplan - Prevision (Construction, 1001-5000 employees)
Vetted Review
Fin by Intercom
2 years of experience

Easy Customer Support!

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

We are using Intercom to manage support requests in our digital product Casai. Casai is designed to help control annd regulate the economics of construction projects and it can take some time to learn. So our clients contact us if mostly if they are struggling with using the program, need help with certain features or if there are bugs.

Pros

  • Manage Support Requests
  • Working together with colleagues
  • Awesome Customer Service
  • Easy to learn

Cons

  • Being able to sort users by name under "All Contacts".
  • Improved Filter/Search options for contacts.

Likelihood to Recommend

I have only been using Intercom for a couple of weeks, but it is really easy to use and it has been a great tool for managing our clients that are reaching out for support. I love that it is built in to your own website so that it is easy for the users to find.
AN
Albin Nerentoft
Surveyor/ Customer Success Manager in Product Management at Diagona (Construction, 11-50 employees)
Vetted Review
View profile

An honest review about Intercom

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

I use Intercom to create and manage all communication campaigns with my clients.These campaigns range from communications about product launches, satisfaction surveys and invitations to events.The channels I use most are: Emai, Pop up, Tooltip and News.I also manage my clients’ segmentations. My company is a SAAS specialized in providing Lean planning solutions for construction companies.I am responsible for all customer contact points. From individual communications to mass communications.I need to create them, segment them and monitor their engagement and make internal reports for my leaders.

Pros

  • comunication in app
  • user segmentation
  • countless forms of communication

Cons

  • reports on communications performance
  • more customization
  • improve usability when creating tours

Likelihood to Recommend

In the two years I have been using Intercom, the platform has met my needs well.I am responsible for all management of customer contact points, whether individual or in bulk.Therefore, I need to create, segment, manage and track engagement results.For creating rich content campaigns, inviting events and product launches, Intercom works very well.Even for onboarding experiences for new users, I was able to create a flow with Tours, Tooltips and Emails.Segments also work well. I need to create clusters based on different characteristics of my users and the platform allows me to identify them and use segmentation in communications. Which helps a lot in personalizing my messages.However, the graphics functionality from engagement to communications leaves a lot to be desired. It is not visual, it is not possible to perform different filters and it is not possible to collect important insights. I do this monitoring using an Excel spreadsheet.
MA
Mateus Aléssio Fogaça
CX Anlyst in Customer Service at Prevision (Civil Engineering, 51-200 employees)
Vetted Review
Fin by Intercom
2 years of experience
View profile

Intercom is a complete software

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

I use it to send communications and structure onboarding journeys with tours, posts, articles and checklists.I monitor the metrics and constantly update these communications.

Pros

  • checklists and tours
  • segmentations
  • access and user control

Cons

  • editing communications, personalization features, email layout
  • metrics and filters, some period filters are made in the chacklist and do not impact on all the metrics presented, requiring manual export and organization

Likelihood to Recommend

Intercom is a very complete tool, with many features and frequent updates and improvements. The outbound functionalities are very diverse.
ÉB
Érica Barros Torres
CM/CX in Marketing at Prevision (Civil Engineering, 51-200 employees)
Vetted Review
Fin by Intercom
1 year of experience