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

Great product, customer service and analytics could be improved

Anonymous | TrustRadius Reviewer
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
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

I think Intercom is great as a turnkey solution to help improve the app user experience. Within one platform, you can manage Support chat, market new features, and promote upcoming events and webinars. What it lacks is sufficient user behavioral analytics that can guide you to optimize your messaging and campaigns. To do this currently, we have to employ and integrate different tools, such as Heap and spend additional time analyzing and translating the data into action. It can also become easy to overload customers with too much in-product messaging, so some sort of feature to flag / warn about the user experience would be helpful when you have multiple teams leveraging the tool.

Comments

  • Eabha O'Sullivan | TrustRadius Reviewer
    Eabha O'Sullivan
    (Vendor Representative) commented 3 years ago
    Hi there - thanks for taking the time to leave Intercom a review. It's great that Intercom has helped you reduce your response time - I hope we can continue to reduce this! We also appreciate your feedback around reporting and the improvements we could make there - there are some new launches coming down the line that will hopefully help your outlook on this. Thanks, Eabha

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