Great Customer Platform
May 21, 2024
Great Customer Platform
![Anonymous | TrustRadius Reviewer](https://static.trustradius.com/r/93745900205db78bb7c59f14745121fa9a30a440/images/no_photo.png)
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
As a SaaS company, we use Intercom for both customer support (help desk, Fin, and help center articles) and for customer engagement (proactive support). We're a pretty small and lean team, so having all these functionalities in one place is super useful for us. Intercom helps us onboard users in a comprehensive and engaging way, and allows us to be there to support our customers when they need it.
- Intercom Fin AI is an amazing boost for our CS team. The answers Intercom Fin provides are so well worded and have helped resolve a lot of questions our customers have.
- Creating product tours is really easy and intuitive, and though we haven't launched them yet I'm excited to measure their impact on our customer journeys.
- Being able to target users very specifically by using filters and custom attributes allows us to get our messaging to the right audience and tailor our onboarding experiences.
- Sometimes our proactive support shows up differently for different users, and I don't really understand why. It's nice that you can see what step someone had an issue on, but it's not always clear how to fix that.
- I'd love to see a quicker customer support reply time than a few hours, as sometimes I get blocked by an issue and have to wait for it to get resolved.
- Reduced response time
- Reduced number of tickets customer support has to deal with
We use Intercom as communication/internal marketing with current customers and people in free trial, and hubspot as our external marketing/newsletter communications platform. Hubspot also acts as our primary CRM, although Intercom gets all that information pushed in so when we have support tickets it's super easy to see the profile of the customer.
Do you think Intercom delivers good value for the price?
Yes
Are you happy with Intercom's feature set?
Yes
Did Intercom live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Intercom go as expected?
I wasn't involved with the implementation phase
Would you buy Intercom again?
Yes