Intercom is great for engagement and support, but lacks data analysis
August 31, 2022

Intercom is great for engagement and support, but lacks data analysis

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom to manage all communication with our customers and trials. That includes articles, emails, in-apps, and chat support. It helps not only to centralize all teams in one place but to have more control over the journey of the customer. I work with customer marketing and engagement, and Intercom is the main software I use daily to engage them with communication.

Pros

  • In-app messaging
  • Chat for support
  • Help Center

Cons

  • Data. It's almost impossible to work with it and make analysis without complex APIs.
  • Series. It's improving, but sometimes it just bugs and we lose like three days of engagement.
  • Event metadata. Literally unuseful, you can't send any messages with it and barely can filter data.
  • Increased engagement
  • Faster support
  • Self service support reduces the need for active support
It's easy to use, but I feel like some things don't make a lot of sense. Like if you put a negative event like "hasn't replied to a message" it doesn't naturally wait for a regular time, it just follows as soon as the message is sent. I have to foresee it and wait or do it like "has replied" and a time to it. That could be better made.
We use it only for data. At this moment, we don't have many integrations on a daily basis.
The only one I've used was for email messaging, Hubspot, and RD Station. But it wasn't as complete, didn't have a chat or anything like that.

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?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

For customer engagement marketing and support, it's really useful. But it is also very difficult to work with the data and analyse for sure the impact of the actions in my opinion.

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