Clean, Intuitive Support CRM
October 29, 2024

Clean, Intuitive Support CRM

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use it mainly for customer support, onboarding, activation, and retention. I work for a mental health app wherein our Android and iOS apps had a dedicated tab that initialised Intercom. We had people sitting 24/7 to help people with queries. We created various automated bots and flows with multiple layers to divert human intervention when necessary. It is a good bot builder, there were a few setbacks, but again it's not Intercom's primary function. Automated emails were being sent, and automated messages were being sent to revive users back to the application.

Pros

  • Automated Bots
  • Rich Text Messaging
  • User Persona for Personalised Messaging
  • Clean and beautiful UI

Cons

  • Analytics
  • Smooth messaging
  • Status of agents
  • User Retention
  • User Activation
  • CSAT
I’d rate its usability an 8 out of 10. Its interface is clean and intuitive, making it easy for support, sales, and marketing teams to manage conversations and automate tasks. The learning curve is minimal, but navigating complex workflows can sometimes feel clunky. It’s great for daily use, though it could improve with more customization options and smoother handling of high ticket volumes.
We have integrated events user attributes to provide a better understanding of our users. We have also hosted the articles on our website using Google Analytics. We have implemented type forms for engagement on the Intercom's home page. Videos and Walkthroughs as well. Email service is also available through a third-party email service provider.
Intercom stands out over SendBird with its all-in-one support, sales, and marketing platform, while SendBird is more focused on real-time chat and in-app messaging. We chose Intercom for its versatility—its ability to manage conversations, automate workflows, and integrate seamlessly with CRM tools. SendBird excels in messaging but lacks Intercom's broader engagement and customer management tools.

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

It is great for onboarding users, sending reminders, and quick support, especially in SaaS. It’s perfect for announcements and automating simple tasks, but it struggles with high ticket volumes, complex sales, or sensitive data needs. For older or non-tech users, phone support works better, and it’s not ideal for emergencies requiring real-time response.

Fin by Intercom Feature Ratings

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