Item: Fin by Intercom
Rating: 9
Author: Verified User

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

We use Intercom for two primary use cases: customer support and customer outreach.

Customer outreach includes onboarding sequences via email, and in-app CTAs

Pros and Cons

Pros

Live-customer support through chat
In-app CTAs (banners, popups, chat messages)
Intercom product support is great

Cons

Intercom's help article editor needs some improvement. It isn't very easy to add tables or edit text
It should be easier to analyze customer support tickets in Intercom

Return on Investment

Greater customer satisfaction through reduced ticket response times
Saved engineering time by enabling customer success team to build out-of-product notification sequences

I was able to figure out how to configure support, proactive messaging, and help articles relatively quickly my first time using Intercom. When I was stuck, their support team was very responsive and helpful in teaching me how to use certain features

Integrations

Intercom is our one-stop-shop for all things customer support, knowledge base, and customer outreach right now.

In terms of integrations, we integrate with Slack to ping the company whenever users open chats or tickets so we can respond quickly to their inquiries.

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

Other Software Used

Gong, Asana, Heap, Airtable

Likelihood to Recommend

Intercom is well suited for customer support and no-code in-app CTAs.

It's less well suited for building notification/onboarding programs

Fin by Intercom Feature Ratings

Comments

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Kateryna Kharytonova
(Vendor Representative) commented a year ago
Thanks so much for sharing this feedback! We appreciate your insights on the help article editor and ticket analysis—definitely areas we’ll look into improving.

Intercom levels up customer success teams