Intercom is a no brainer to provide essential support services to users
August 20, 2024

Intercom is a no brainer to provide essential support services to users

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

As a SaaS company, we need a place to host our knowledge base and be accessible to our users - without having to build and maintain it ourself. Intercom helps us provide a knowledge base, live chat, and behavior-based proactive messaging and onboarding so our internal team can focus on other areas, and our users can learn and interact with our staff seamlessly.

Pros

  • behavior-based proactive support that's doable without knowing how to code
  • customizable design that makes it feel part of your platform

Cons

  • ability to set reminders to verify or update existing articles and proactive support would help keep materials up to date
  • how to use certain fields is not always intuitive, so I've had to message them to ask about multiple things
  • can't delete buttons after creating them in an article without filling out the fields
  • reduces time spent on support tickets
  • increased engagement with onboarding methods
Small parts of the interface are not intuitive, such as requirements for links for audience filtering, using buttons in articles, etc. In addition, taking a tour from one page to another can break when using certain other tools, rendering a big part of the purpose of a tour moot (most likely won't have this problem). But for the most part, it is simple to use, organized well, and doesn't really require much time spent to learn the tool.
We integrate Intercom with Slack so messages are seen and addressed quickly.

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

The way Intercom has structured its features and costs allows users to determine what level of customizability and effort they would benefit from now, with room to adjust in future as products change and userbases grow.

Fin by Intercom Feature Ratings

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