Support for all levels of tech
Updated May 24, 2021

Support for all levels of tech

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We are using Intercom as a way for our members to contact support and success departments regarding questions and concerns when using our marketing platform. We have enabled various features like live chat, email support, product tours, frequently asked questions, and more. Multiple users are in Intercom throughout the day, monitoring our inboxes, responding to members, creating a positive working environment and positive member experience, and creating various tools to help our members navigate the platform.

Pros

  • Email support
  • Product tours
  • Articles

Cons

  • Editability
  • Ease of integration
  • More flexible platform
  • Time management
  • Customer experience
  • Organization
There are so many more features Intercom offers compared to Groove, such as product tours and chat support. It's also much easier to navigate compared to Groove. There are still similar features like email support and frequently asked questions articles. However, you can implement apps with Intercom, enhancing your support outreach.

Do you think Fin by Intercom delivers good value for the price?

Yes

Are you happy with Fin by Intercom's feature set?

Yes

Did Fin by Intercom live up to sales and marketing promises?

Yes

Did implementation of Fin by Intercom go as expected?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Intercom is perfect for support teams. Any company that needs to provide a seamless user experience can benefit from Intercom. If you want to have simple support via email and chat, this is a good product. It's not perfect, however. It's easy to use, but more advanced users may be frustrated by the lack of editability for certain features.

Using Intercom

15 - Sales, success and support

Intercom Support

One of the great features about using Intercom is their support is going to be very similar to the support that you will be using with your customers. The chatbot is identical to your chatbot. So not only is user support easy to use and available, but it's a way to also learn how to use this feature.

Using Intercom

It is very easy to learn and use for newbies. They use their features to help the user learn how to work Intercom. I was guided by product tours several times during my initial training. Being slightly more advanced with technology, I wish I could make more changes to the platform, but they have designed it in a way to make it easier for all levels of tech users.

Comments

  • Kate (Intercom) | TrustRadius Reviewer
    Kate (Intercom)
    commented 5 years ago
    Thanks for taking the time to leave us this review! It's so nice to hear you describe Intercom as helping you create a positive working environment and positive member experience :) Kate (Intercom - Customer Engagement)

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