Item: Fin by Intercom
Rating: 3
Author: Verified User

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

we use it on the home page and in the service section.
the product is pretty good, but the customer service and post sale support is terrible. the Cust Success Rep refuses to give his contact info and you always have to escalate the issue to his manager for a response. time will tell if they will remain with us past contract renewal, but at the moment i would vote against. PS> their integrations are very limited... check carefully if need any APIs.

Pros and Cons

Pros

requires you to work without their support
does not provide you with help post support
limits the APIs you can work with

Cons

Much better customer support
Your dedicated success rep should provide their contact info
invest in launch, versus going straight to more add on sales (then they call you right away)

Return on Investment

still being determined

Usability

Possibly one of the worst that i have ever experienced. it is designed for very technical people, not WYSIWYG

Integrations

It is not working with other tools ... even simple applications like Chili Piper and Pardot have proven to be challenging with Intercom

Alternatives Considered

I tried Drift, Chili Piper, etc.
This one seems to be the lowest in customer service
We chose it for the AI capabilities, but that is very expensive and the ROI has yet to prove itself.

Key Insights

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

Are you happy with Fin by Intercom's feature set?

Did Fin by Intercom live up to sales and marketing promises?

Did implementation of Fin by Intercom go as expected?

Would you buy Fin by Intercom again?

Likelihood to Recommend

if you can do everything yourself with no live support, they are good ... just read the documentation.
if you want to talk to someone ... forget it!

Fin by Intercom Feature Ratings

Comments

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Kate (Intercom)
(Vendor Representative) commented 2 years ago
Hi there, Bobby here (but posted by Kate): I lead the human support team. I'm really sorry to read this. Our whole goal is to provide personal, helpful support. So receiving this feedback stings and isn't ok. I'd love to talk so we can fix this and make it right. Can you email me at bobbystapleton@intercom.io? Thanks!

High Cost, Low Value