Good tool with room for improvement to easily become the best asset
Updated May 19, 2025

Good tool with room for improvement to easily become the best asset

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Customers write in chat to seek support while using our software, and we reply live except for the night time where we take advantage of the automation and the "robot" (as we call it) responds to the customer.
I find it a very good tool to have while assisting clients

Pros

  • managing chats it's easy
  • integrations
  • macros and faqs are awesome!

Cons

  • write a response and program it to be sent at a later time
  • make it clearer when we are live and when the robot is
  • preview what the customer is typing before he sends the message
  • greater customer satisfaction
  • reduced response time
  • increased self-solving tickets
the customers often don't understand that they are opening multiple chats for the same question over and over. It would be best to make it clearer that they need to open one chat at a time
tickets, social integrations, now external emails were introduced and we appreciate it
my boss chose. But I like intercom more, a part for the fact that with Customerly we could see what the customer was typing

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

Very well suited for customers that are easygoing, as the chat channel is immediate and more friendly. Less suited when customers expect a "real person" response and find the robot instead, as it is not so clear to them when we are live apparently, and also because we cannot see what they are typing in advance

Fin by Intercom Feature Ratings

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