Item: Fin by Intercom
Rating: 9
Author: Verified User

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

Customer support online chat Help center published articles email sendout Intercom helps us to offer a well structured help center with articles on our product to help our clients

Pros and Cons

Pros

Easy to use
Great interface to present our articles in our Help center
Slack integration

Cons

Multilingual help center should be available in any Intercom plans. At least the option of 2 language as a basic. We had to move to a higher plan $$ just to have this option
Online support: when the bot gives a few choice, but none of them apply, it should always offer an alternative (ex: none of the above) and offer other choices or transfer directly to an agent to chat.
I had a few experience where I had to open a new conversation to get the help I needed because I was stock in a loop with the bot
Have better explanation/specification on the different feature that are included in the different plan/pricing. For example, what does the feature "outbound email" stand for?
Allow to modify the pre defined segment
It should offer a french online help (chat in French)
Pricing structure

As a user with many different softwares, I find Intercom isn't the best intuitive user friendly interface. Once you use a feature on a regular base, it gets easier. But when you want to explore other feature available in the app, I lose a lot of time finding my way. There is place for improvement.