Item: Fin by Intercom
Rating: 10
Author: Verified User

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

Our sales and marketing team manages intercom 5 days a week. It is accessible to prospective clients, current customers, and anyone else who gets on our website. We direct current customers to our support email and phone or answer any simple questions they have. We also gather and qualify potential leads that come in and ask questions about our product.

Pros and Cons

Pros

Automated introductory responses are helpful.
The ability to talk internally in a live conversation is helpful.

Cons

Prevent people to start multiple conversations at once.

Return on Investment

More leads for sales team.
Decrease churn for customers.

Alternatives Considered

Pardot

We have Pardot for web forms people can submit when they go on our website, but with Intercom, we can start that conversation and qualify or disqualify the group right then and there. Being able to talk internally with our organization on these conversations is helpful in keeping everyone informed as well.

Number of Contacts (List Size)

10,000 to 25,000

Using Fin by Intercom for B2C or B2B marketing

B2C

Other Software Used

Pardot, Lessonly, SalesLoft

Likelihood to Recommend

Intercom is well suited for any business that is selling a product or providing a service. The ability to talk with a sales rep or support rep online quickly is so important in the world we live in today where everything is available online and people have little patience day-to-day.

Comments

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Kate (Intercom)
commented 6 years ago
I'm so happy to hear you're seeing more leads and lower churn with Intercom! Preventing people from starting multiple conversations at once is definitely a popular feature request and one are Product team are looking into. In the meantime, one of our colleagues developed a program called Vigilante which I think it might help you in this case. It would require some developer resources to build, but it's a great way to be notified of another conversation opened so you can quickly see the duplicate conversations: https://developerblog.intercom.com/vigilante-how-to-use-intercoms-api-to-build-a-superhero-for-your-team-4cad3f16089e Thanks again for taking the time to leave us this review, Kate (Intercom - Customer Engagement)

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