Intercom is integral to the way we communicate with customers.
October 29, 2024
Intercom is integral to the way we communicate with customers.
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
I am the system admin for Intercom at our company. We use the system for customer service chat, tickets, as well as for proactive support and help center content. Our customers can reach out using the messenger for help in less than 5 minutes, or use the messenger to access help center articles. They can also access the help center outside of the messenger via link. I have also used Intercom to create tooltips and product tours. I have used series as well, and use their email and outbound messaging functionality.
Pros
- Customer service chat support
- Help Center
- Tickets
Cons
- Improvements to customization of product tours
- Option to archive or pause user seats instead of having to delete people complete (very challenging for things like maternity leave or other extended leaves)
- There are a lot of improvements that can be made to the proactive support experience.
- Sometimes when you have an issue or ticket and you submit it, you get a canned response about it not being a top priority since others haven't noticed (even if it's a big issue) and they say they'll get back to you with updates in the coming months or something and then you never hear about it again.
- We have had intercom as long as the company has been around pretty much, and it is integral to the way we communicate with customers through our platform.
- Intercom helps us understand our customer satisfaction levels.
- We are able to help answer questions and requests more quickly using intercom.
We have been able to use intercom with salesforce and slack which has been really helpful. Our team really likes the slack integration. The salesforce integration isn't great, I would prefer more flexibility. I wish we could integrate with Pendo. I think there is an integration but neither company will endorse it and it's clearly outdated.
Do you think Fin by Intercom delivers good value for the price?
Not sure
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
Comments
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