Intercom excels in the AI-driven world
June 05, 2023

Intercom excels in the AI-driven world

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

Overall Satisfaction with Intercom

Intercom has recently released some great AI features that we use daily now. Way ahead of the curve in that respect and similar companies like Zendesk should take note!

Pros

  • Advanced AI
  • Messaging
  • Contact management
  • Personalised responses
  • Marketing

Cons

  • Ticketing
  • Side conversations (similar to Zendesk)
  • Needs conditions-based fields
  • Increased resolution by self-serve
  • Increased customer satisfaction
  • Reduced response times
The interface is miles ahead of others, and lets you choose "dark mode" which is a favourite amongst our agents.
Intercom integrates into our tech stack really easily through API and webhooks, which allows our data scientists to pull out a lot of information. We also use deeplinks from Intercom into our other tools to support agents with customer contact so resolution times are quicker.
The big hitter is Zendesk, but Intercom excels in places that Zendesk falls down (especially bots and AI).

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

Intercom excels in the AI area, especially with self-serve options. It's not currently great for teams that need to use a tool for internal use, such as advanced ticket workflows, but I've heard that Intercom is working to make the experience a lot better.

Fin by Intercom Feature Ratings

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