Intercom - light and efficient
October 31, 2024

Intercom - light and efficient

Crystal Horn | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We currently use Intercom to provide proactive support with outbound messaging and product tours, and to provide reactive support through the help desk and articles products. Our help desk coverage is on a smaller scale than our core business support team.

Pros

  • for support, complete context around user details like browser, OS, pages viewed, actions taken
  • easy to use, easy to customize interface
  • tagging system for help desk conversations allows for flexible tracking

Cons

  • reporting features are limited - I can't always splice or filter data the way I want
  • articles editor can be unforgiving
  • I can't speak for the marketing team who work with the outbound messaging series and features.
  • For Support, we had excellent ticket times, really high CSAT survey completion rates, and a variety of ways to report on support volume and trends.
I started working with Intercom primarily as a support agent, but I was also responsible for maintaining the messenger settings and team roster. It was easy to make widget updates and to set user permissions, even when features were updated. The UI is intuitive.
We integrate Intercom with Salesforce CRM, Statuspage, our user events database, Slack (for users). The Marketing team may integrate Intercom with some additional tooling on their side.
We used Intercom in addition to Salesforce (where we provided support for our core business customers), and to Ada (core business customer chat interface). Because we had a separate product with a smaller, more lightweight business base, Intercom was perfect for providing support without spinning up a bulky, highly configured instance of Salesforce for chat and email support.

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

If you need a help desk solution that is easy to deploy and doesn't need to wholly manage the customer records, Intercom is great. If you need more flexibility to customize and/or integrate with other systems (like how you can build anything with Salesforce), Intercom might be frustrating.

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