CS associate review on Intercom - better than Front.com!
April 20, 2023

CS associate review on Intercom - better than Front.com!

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

Overall Satisfaction with Intercom

I've used Intercom in the past two jobs I've worked. Now, we use Intercom for most of my job in taking tickets and customer questions about the product once they have begun, as well as retaining members.

Pros

  • Tagging
  • Sharing
  • Visibility
  • Automating

Cons

  • Grammar Support
  • Giving non admins more autonomy
  • Bot could be better
  • Spamming
  • Increase retention, customers who reach out and get support stay longer
  • Ticket deflection through the bot has helped, but could be better
  • CSAT is much higher since building out intercom
Very simple and usable, however, one thing that has gotten worse has been searching old conversations in the all archived messages and search recent conversations with customers when they open new tickets. This was very helpful for the whole team and has been much worse since the latest update usability
We integrate Intercom with Salesforce mainly
Could be better for adding screenshots and making them more accessible to the sizing, also Front is the closest comparison and their self queing is really good how you can create smart logic and route tickets to the right team.

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?

Yes

Would you buy Fin by Intercom again?

Yes

For the right workspace, Intercom is great. I do believe that other platforms are better for end to end customer service (like front) and I wish Intercom grew out its platform - that said, for inbound it is the best.

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