Intercom is the most advanced chat tool
September 02, 2024

Intercom is the most advanced chat tool

Benjamin Gardien | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom for our SaaS Support. We use Intercom for our chat inbox but also for our support tickets. We are a team of around 10 people who use Intercom daily.
Our organization is structured by team level. Level 1 is an operator who can handle simple conversation. Level 2 is an operator who can handle more complex conversation. Level 3 is our developers.

Pros

  • Chat conversation
  • Automation (chatbot)
  • Ticket
  • Team and conversation assignment

Cons

  • Pricing (a little bit expensive ~5k$/ month)
  • Helpdesk (more customizable article)
  • Greater customer satisfaction
  • Greater organisation through our team
  • Better integration inside our application
Intercom has a large set of features, but you can find everything very easily. Everyone, even with a small knowledge in computer science, can use Intercom.
We use Intercom with Stripe and Hubspot.
Our hubspot contact is synchronized with hubspot, so we can easily create trigger in hubspot based on Intercom event.
We track every euros that is spend in our application with stripe integration.
those integrations is very usefull when you are in a conversation with a customer to know everything about him.
The bot with crisp wasn't strong enough for our usage. Conversation routing with Intercom is very powerful. The code integration is easier with Intercom

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

Well suited:
Direct chat with customers and escalation for your team. If you want to create a bot that can collect information directly from your customer. If you have a large scale of people who work in your support team

Less appropriate:
Full asynchronous chat. A mailbox is enough and will cost you less than Intercom.

Fin by Intercom Feature Ratings

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