A review for customer support
November 27, 2023

A review for customer support

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Mainly using Intercom for product support and internal team escalations. We are using Intercom to collect customer data and customer support data for as voice of customer for future product development. For internal escalation, we are using it for efficiency and quality measurement for our internal colleagues to track the progress of the cases. Automation is part of the usage as well to manage some automated customer interaction.

Pros

  • Report dashboard, dashboard is easy to use and see everything in 1 glance
  • Interactive and fun UI/UX
  • Flexible in terms of integration with other tools

Cons

  • Inbox rule is a pain, there is no way for you to manage it in one glance and grouping
  • Customer support is not efficient, often take more than 1 day to respond to you
  • Lack of flexibility in report customisation, you can't customise the report as you wish and will have to follow the template
  • Customer satisfaction
  • Brand loyalty
  • Efficient case handling avoiding double work
  • Lesser time spent on reports compiling
Overall usability is good, easy to manage with the icon on the sidebar where allow user to understand what are the button for quickly.
So far most of the integration is working, however there will be a lot of adjustment required on the tools level to make sure it is working as expected. API integration is quite flexible and allowing tools which are not native integrated to work.

Do you think Fin by Intercom delivers good value for the price?

Not sure

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?

Yes

Would you buy Fin by Intercom again?

Yes

I would say 8, what is lacking from Intercom to be 10 are as follows:
1. Product support responsiveness, there is no immediate response from Intercom
2. High breakdown frequency, always have latency issue or the whole tool breakdown which impact business
3. Limited support channel, no voice call or email. You will have to use intercom chat tool to reach out to support, in the event of emergency you are on your own since their response is slow.
4. No business continuity plan function in the event of downtime, all business will stuck in the event of Intercom downtime

Fin by Intercom Feature Ratings

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