Intercom is great!
July 15, 2024

Intercom is great!

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

Overall Satisfaction with Intercom

We use Intercom for all of our incoming chats and emails, all of our outgoing marketing emails, all of our software banners and alerts, all of our flows (cancellation and onboarding), and all of our help documentation.

Intercom integrates easily into our software and makes it easy to set up new assets for new campaigns. Since all of our help documentation and tours are created through Intercom, it's extremely easy to send those out to customers.

Pros

  • Series: Intercom Series are a very straightforward way to build out automation to onboard new clients.
  • Messenger: Their Messenger is great and integrates with most of the software. It's easy to install apps into it and you can send clients links with a touch of a button
  • AI Copilot: At the time of this review, this is a new feature that's a game changer. Rather than trying to answer questions and potentially get the question incorrect, it suggests what it thinks the response to the question is and a way to word it for you. It's a great starting point and an easy way to assess what a client is talking to you about.
  • Reporting: Their reporting is easy to use and has a ton of data you can pull in.

Cons

  • Help Documentation: We use this feature to host all of our documentation. I think it could improve when it comes to formatting tools and customizing how your docs can look.
  • Faster customer onboarding: When we identified our biggest conversion factors, we were able to set up an onboarding sequence that helped people get started and converted faster.
  • Adoption: It's much easier to showcase a new software feature. We build out a post and a tour for any new software features and prompt it to show up the first time they log in, all through Intercom.
  • Money: It's saved us money in the long run considering how many softwares we would have needed to use in order to get the same features offered in Intercom.
It's pretty intuitive as to what everything does. They do a good job reviewing what everything is labelled as and making it easier. They add little tours to let you know when they moved things around and where their features are located.

They have a chat in the bottom right corner to ask questions when you need them.
We used the Facebook/Instagram integrations to import conversations from those platforms. We integrate our system with Stripe and Coview (a screen-sharing software that lets a client record their screen and send it to you in a link). The software also integrates with Zapier which we use to add clients to personal databases.
Intercom was easier to use and more seamless with their features. There was a lot more we could do with Intercom right out of the gate so we chose it over the other software we were trying. We've been with Intercom for around 7 years now and are still happy with it.

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?

Yes

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

Notion, Slack, Trello
Intercom is particularly helpful when talking to your customer base. Their automation help you start conversations and their inbox lets you keep the conversation going.

We build out a new flow every Black Friday and save new FAQ macros to help with the influx of chats. We schedule popups to show up showing we're here to answer questions based on different times of day.

Onboarding is particularly handy with Intercom. You can build out a tour that walks your users through different features on the site and it's easy to send that out to your clients right through the chat.

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