Item: Fin by Intercom
Rating: 7
Author: Verified User

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

We are using Intercom for our Marketing and Support teams. Marketing team sends out newsletters and sets up different campaigns for different purposes, whereas the support team uses it for handling customer queries via email and live chat option, escalating relevant queries or bugs to the technical team. The technical team uses it to gather feedback from customers.

Pros and Cons

Pros

Marketing Outbound Emails
Customer Support

Cons

Inbox Screen
Intercom Customer Support Team Responsiveness
Help Articles

Most Important Features

Outbound Email
Inbox
Help Articles

Return on Investment

Expensive
Good Security
Conversation Assignment Features and Preferences
Limited Reports in Basic Plan
Confusing Pricing Plans

Alternatives Considered

We tried to switch to HelpScout in past however, that is purely for support and inbox management compared to Intercom which does a lot more and hence, our company had to come back to Intercom. We have not evaluated other softwares in the market yet because we already hold massive data in Intercom that would be hard to export, and import into another software.

Key Insights

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

Not sure

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

Likelihood to Recommend

Intercom is well-suited for marketing, support as well as the technical team however, there are some issues that I would want them to address like the Inbox screen gets a bit messy, customer support responsiveness, and the help articles definitely need a lot of improvement. For example, [I feel like] the Inbox screen does not look good, needs better management when handling multiple chats. The emails in Inbox when received, do not look that great and appealing as much as live chat does. Help articles needs sectioning, and much more (not an expert in this area but surely it does need improvement).

Comments

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Kate (Intercom)
commented 4 years ago
Thanks for leaving us this review and letting us know how your Marketing and Support teams are using Intercom to engage and support your customers. Our product team will be really interested to hear your Inbox UI feedback as I know they're working in that area right now. I'll also make sure to flag the rest of your feedback with the relevant teams here. Thanks again, Kate (Intercom - Customer Engagement)

Expensive Software But Does A Few Things Good