Live chat customer service scaled properly!
May 30, 2021

Live chat customer service scaled properly!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom is a telecommunications platform that we are using to manage chats as a system to help customers who need help. It is being used to provide service delivery and other digital customer and experience solutions. The business problem solved is the need to scale support to many users efficiently.

Pros

  • Customer service
  • Technology for support
  • Intuitive interface
  • User friendly

Cons

  • Pricing is expensive
  • Scalability
  • Tech forward
  • Ease of integration
  • Decreased unhappy users
  • Improved customer engagement

Do you think Fin delivers good value for the price?

Yes

Are you happy with Fin's feature set?

Yes

Did Fin live up to sales and marketing promises?

Yes

Did implementation of Fin go as expected?

Yes

Would you buy Fin again?

Yes

Intercom is great for scaling support across many users beyond traditional support tickets. It allows for real-time problem resolution allowing for happy customers. This allows for product support to be delivered in a way where fewer tickets are opened and pending and the support success rate stays high.

Comments

  • Kate (Intercom) | TrustRadius Reviewer
    Kate (Intercom)
    commented 5 years ago
    Thanks so much for letting us know how Intercom has helped you decrease the number of unhappy users and improve customer engagement! I'll send your feedback regarding pricing on to the team responsible here - we always want to make sure that the cost you pay reflects the value you see. Thanks again, Kate (Intercom - Customer Engagement)

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