Flexible and versatile solution
March 15, 2023

Flexible and versatile solution

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

Overall Satisfaction with Intercom

Intercom is the company's live chat channel, which offers 24/7 human support. As a SaaS company, we handle troubleshooting and technical tickets, onboarding chats on the product, and further administrative concerns in relation to accounts and billing. We handle a large volume of tickets daily in order to gather customer feedback, facilitate their experience with the product, track and locate bugs, as well as upscale the business with outgoing communication and pop-ups.

Pros

  • Clean and functional interface
  • Consistent up-time with minimal issues
  • Versatile messenger and bot options

Cons

  • Reporting and analytics
  • Reduced response and resolution times
  • Increased engagement and adoption
I find that with every new iteration, Intercom improves the interface and features available. It's easy enough for different teams to be able to navigate it whether they are supporting customers directly or using other aspects like bots and outgoing messaging. Some of the messaging and instructions on the interface have room for improvement in terms of non-CS teams being able to take advantage of them fully.
Our organisation uses Intercom alongside our Customer Support Quality Assurance tool to feed in chats for review through the API.

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?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Intercom would be great for teams handling large volumes of real-time chat support. I find that it may be less suitable for Email support due to the way its email threads function.

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