Great product, customer service and analytics could be improved
June 10, 2022
Great product, customer service and analytics could be improved

Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
Intercom helps us streamline the user experience by providing guided account tours inside our product, highlighting new features, and promoting upcoming events and webinars. It also helps our support team with online chat. Specifically, we have been able to reduce the response time and thus improve the customer experience by encouraging in-app chat with Intercom.
Pros
- Chatbots
- Guided app tours
- Promotions
- In-app banners
Cons
- Analytics & Reporting
- Customer service
- More options for customizing text and design of messages
- Chatbots
- Guided tours
- Promotions
- Improved retention
- Faster Support response times
- Increased webinar registrations
- Zendesk Chat and Drift
We already had Intercom implemented and they added new features and integrations that worked with our existing tech stack. However, we were tempted several times to switch because the customer service was so poor. We would often wait days or not hear back from Support or Customer Success for help.
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
Comments
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