Great tool for Customer Success
July 25, 2024
Great tool for Customer Success
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
We use Intercom as Customer Success to answer tickets of our B2B Enterprise users, so we ensure satisfaction is very high of our product. Also, the learning curve of our solution is relatively higher therefore, Intercom helps us with product tours or tooltips. We also use Intercom to solve the communication gap between our product.
Pros
- Outbound communication (mass email to users)
- Flexible templates
- Product tours and tooltips
- Chatbot on website for easy user communication
Cons
- Tracking usage would be a huge plus since the data is there, but not available in amount of sessions during a specific period
- Small, but uploading gifs is difficult
- Loom videos are difficult to uplaod in product tours
- greater customer satisfaction
- reduced response and resolution times
- increased engagement and adoption
We use it together with other tools as well to leverage power of Intercom. We don't use any complex other tools because most of it can be used in Intercom. We used to have a NPS tool, but with the survey features you can also easily do it in Intercom as well.
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?
I wasn't involved with the implementation phase
Would you buy Fin by Intercom again?
Yes
Comments
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