Harnessing the Power of AI with Intercom: A Game-Changer for Customer Service
Updated December 17, 2024

Harnessing the Power of AI with Intercom: A Game-Changer for Customer Service

Omkar Tile | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom is an amazing tool for managing customer queries and issues. Being a startup, it becomes really difficult to respond to all the customers on priority. In such cases Intercom's FINN AI agent really comes handy. It responds to all the queries with maximum accuracy and resolves 70% of our customer questions. The ability to update support articles is also a good point as it helps FINN learn better. I have seen it respond to customers in a very customised and tailored way which is again amazing. The UI of the tool is pretty simple for a newbie too. It just feels amazing to use Intercom

Pros

  • FINN AI Agent handles queries very well
  • Addresses all types of customer issues with very customised tone
  • The rephrase and expand feature also come very handy
  • The ability to connect emails to Intercom is also a good feature

Cons

  • Ability to respond to email in a more tailored way, it should be possible to see how the email will look when sent via Intercom
  • Maybe more colors in the UI will make it more interesting
  • Add some more free AI Copilot
  • Amazing customer satisfaction
  • Reduced response and resolution times
  • Ease of managing customer queries
As I mentioned before, Intercom is a very beginner friendly tool. Most of the options are very self explanatory
We are using Intercom not just to manage our customer queries on Chat but also Intercom. We also connected out CRM and Ticketing tools for bet usability
The ease of usage and AI abilities of Intercom make it the best out of the group

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?

I wasn't involved with the selection/purchase process

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

Intercom is best not only for Startups but also Multi National Companies as the way Intercom helps in managing customer queries and issues is just amazing. The tool is beginner friendly and the AI stuff it does, including FINN and Copilot is just handy. I am not sure for whom this can be less appropriate as I feel it's an amazing platform

Fin by Intercom Feature Ratings

Using Intercom

5 - We are a hotel upselling platform
2 - I am the first contact point and then I escalate the case to my colleague for further investigation. We are from the Technical Support and connectivity background.
  • Chat support for client
  • Tracking and resolving customer requests and issues
  • Quick resolution of common questions using Finn AI
  • Finn AI has been really helpful for answering the repetitive questions. This helps us save a lot of time and also provide faster response to customers
  • We can easily track customer issues and link Jira tickets. The integration is just amazing , this helps to keep our customer updated.
  • We are planning to enable Finn AI for Email as well
  • We can integration bug forms that can be triggered by Intercom
Its just amazing to have such a simplistic and useful tool. We are able to manage our customer queries and requests very feasibly

Comments

  • Kateryna Kharytonova | TrustRadius Reviewer
    Kateryna Kharytonova
    (Vendor Representative) commented a year ago
    Thanks so much for sharing your feedback! We're really glad to hear that Fin AI has been a big help with handling customer queries, and it’s great to know you're enjoying the overall experience with Intercom. I appreciate the suggestions too—they’re super helpful!

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