Item: Fin by Intercom
Rating: 10
Author: Verified User

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

Intercom is our primary support platform, and users can contact us whenever they have questions, comments, concerns, etc. We integrate it within our applications so users can access us whenever they are logged in, and it is tied to our support email, so we are always reachable. We also conduct feedback surveys, announcements, and marketing releases via Intercom.

Pros and Cons

Pros

User friendly interface for support agents and customers.
Ability to integrate with outside applications (Salesforce, JIRA, etc.).
Communication of new features being added all the time.

Cons

Pricing can be a bit expensive depending on organizational size and adoption.
Reporting leaves a lot to be desired unless you opt for the most expensive plan.
AI Initiatives require a bit more fine tuning and training before they can be reliably deployed.

Return on Investment

We are able to serve a B2C base of 10,000+ customers with a small team on Intercom thanks to all the features, automations and integrations.
We are able to maintain a median response time of under 10 minutes to clients coming in via the chats.

Usability

There is always room for improvement, but they are working through a re-organization of their services that allows for easier navigation between the different elements of their website.

Integrations

We integrate with a number of different social channels, external CRM apps, marketing tools, engineering boards, etc. within our Intercom instance. Almost all of the integrations worked seamlessly out of the box and those that didn't only required some basic troubleshooting and permission switching to get them operating at the level we wanted/expected.

Alternatives Considered

Salesforce Service Cloud and Zendesk Chat

We found Intercom's layout to be more user-friendly and the options for integration and setup to be much easier than with other products we looked for.

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?

Yes

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

Likelihood to Recommend

Intercom provides an excellent platform to build that support if your users require immediate access to support rather than filing email tickets or filling out forms. If your business works on a slower communications or support model, chat functionality may not be right for you, given the expectations of a live support chat.

Fin by Intercom Feature Ratings

Comments

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An overall great solution to support needs.