Item: Fin by Intercom
Rating: 9
Author: Verified User

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

We use Intercom to manage investor communications, guide users through onboarding, ask questions to our investor relations team, and for help center articles.

Pros and Cons

Pros

Reporting has improved dramatically over the past year
Take feedback from their users and implement the changes
Organizes teams and flows easily
Macros and shortcuts are easy to use

Cons

Merging accounts and the duplication of messages
Making chat vs. email more clear

Return on Investment

CSAT improvement based on feedback we can see in Intercom
Response time dropped over 12 hours (1.5 days to less than a day) once we began leveraging teams and audiences

Usability

Its super easy to find customer conversations in Intercom, however, searching for key words is difficult at times considering we have many similarly named investments.

Alternatives Considered

Zendesk Suite

Intercom is easier for inbound + outbound comms and has more tooling overall

Key Insights

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 super helpful for managing conversations with multiple clients and for tracking what is working and what isn't working. The reporting has improved dramatically and it leaves you with actionable insights and takeaways. The introduction of FIN has also been a huge bonus for our team and company at large. It won't make sense to use for a small customer base, but it is super helpful for managing many customers

Fin by Intercom Feature Ratings

Comments

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Intercom is good for financial services companies