Great Customer Support tool
Updated October 17, 2023

Great Customer Support tool

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

Overall Satisfaction with Intercom

We use Intercom for our customer service duties. It's a valuable and easy-to-use tool to communicate effectively with customers and users. It provides the necessary tools to carry our jib and give the best customer experience possible. It's also helpful for workload organization and distribution between different departments, so it is easy to collaborate with other teams. Moreover, it provides our customers with an easy-to-use interface to communicate their questions and issues.

Pros

  • Platform design
  • Customer Support
  • Detailed customisable data about interactions and ratings

Cons

  • Loading faster when there are a lot of tickets
  • Better search engine
  • More filter
  • Greater customer satisfaction
  • Reduced response and resolution times
  • Increased engagement and response rate from the customers
  • Faster workflow and increased productivity
It's a very easy and intuitive platform to use. There is a great tour for a first-time user to see all the features. And even for someone who has been using it for some time, you can still practice the shortcuts to improve response time. Very easy to visualize the different categories and organize the workflow according to your priorities.
We use Intercom along our CRM; it helps us visualize a client's or user's most critical information without leaving Intercom. We can get information such as IDs, emails, plan type, date of registration, etc. It is also very easy to integrate with Jira Cloud to keep track of bugs and issues affecting the clients

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

Intercom is an excellent tool if you are in a customer-facing role since it makes it easier to interact with users of our platform and very easy to access their data. It's also great for them to send us screenshots, screen-recording, or links to see the issues they're facing. It's also easy to create different squads for each department and it makes it really easy to change the ticket from one team's inbox to another. It's also amazing for getting data on customer satisfaction or the team's performance regarding response times.

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