Item: Fin by Intercom
Rating: 9
Author: Nordia Anaje

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

Intercom is currently used to correspond with the customer with regards to products and services offered. Escalations are also handed between agents and support. Chats are assigned to agents automatically, which will help with ensuring that our customers are assisted in a timely manner. We also access reporting to ensure that all agents are performing optimally for the success of our business.

Pros and Cons

Pros

Allow the integration of other tools
Customize messages and ,macros that can better aid with responses
Give the ability to setup and review the team's volume in real-time through a live Dashboard

Cons

The customization of reports can be better streamlined
Provide more options to those not having Pro. Most options are available through a Pro subscription
They charge per head, but should give better pricing based on range.

Most Important Features

Reporting
The ability to integrate another language tool when we expanded our business
Live monitoring of our agents

Return on Investment

We did not have to hire agents who spoke different languages, we just integrated another tool
The ability to monitor agents working from home. The interactive dashboard was great
The Email Automation is great, as this helps to keep our SLA down

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

Other Software Used

Talkdesk, Slack, Microsoft Teams, RingCentral Contact Center, Recurly

Likelihood to Recommend

I work within the contact center and the Intercom is used to interact with our customers, both via email and chat. We have embedded chatbots into our website that allow our customers to have interactive chat sessions with our agents. While our business mostly handles English-speaking customers, we also communicate with different languages; however, instead of hiring for each language differently, we were able to integrate a chat translation tool that helps with converting the language. Our non-English speaking customers would never know that our chat representatives only speak English. Apart from that, the Intercom reporting tool is good, there is still room for improvement, but thus far, it has met our needs. If for any reason we needed more, we can always integrate a reporting tool.

Comments

Please log in to join the conversation

Eabha O'Sullivan
(Vendor Representative) commented 3 years ago
Hi Nordia, thanks for taking the time to leave Intercom a review. It's great to hear that you are getting into the nitty gritty with reporting. We also appreciate your feedback around pricing. We aim to create a pricing structure that communicates the value of our business, while allowing both our businesses succeed. However, we understand that no pricing model will suit everyone and are always striving to improve so have passed this feedback back. I'll also pass back the feedback around reporting - I can see that you have quite sophisticated reporting up and running already but at Intercom we know the importance of reporting and hopefully you will see some improvements to it in the near future. Thanks, Eabha

Getting the most out of Intercom