Intercom is a true all-in-one for customer success, customer support and product marketing
July 10, 2023

Intercom is a true all-in-one for customer success, customer support and product marketing

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

Overall Satisfaction with Intercom

  • Proactive notifications to users
  • Marketing email campaigns
  • In-app updates and tours
  • Customer support
  • Newsfeed and updates

Pros

  • Outbound campaigns with excellent out-of-the-box and customized campaigns
  • In-app notifications
  • Product tours

Cons

  • Article editing and management is a nightmare
  • Greater customer satisfaction
  • Reduced response and resolution time to customer tickets
  • Faster customer onboarding, increased engagement and better user adoption
Everything but the help center is excellent in this arena.
I don't manage the integrations, but my understanding from peers is that this is excellent too.
  • Far better UX than ChurnZero, easier to view analytics
  • Easy implementation
  • Easy to onboard teammates
  • Includes CRM which most other adoption tools don't - a true all-in-one

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 excellent for product marketing, customer support and customer success - including launch campaigns, outbound emails and notifications and more.

Unfortunately, the excellent editing you can do for email templates is NOT available for the help center. It's very hard to edit articles because of such limited flexibility and options.

Fin by Intercom Feature Ratings

Using Intercom

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Preparing a one-off email
  • Preparing and scheduling a campaign
  • Creating newsfeed items and updates
  • It's harder to create a campaign, but I think that's expected b/c in general campaign maangement is more complex

Comments

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