Automate and Analyze your Support Org with Ease
October 24, 2024

Automate and Analyze your Support Org with Ease

Sam Miller | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We utilize Intercom to gain efficiencies and gather actionable data for our Product and CS teams. Utilizing Intercom workflows, we can automate repetitive tasks, allowing teammates to focus on the customers root issue. My favorite workflows are initial triage workflows, Fin bots, CSAT bots, and auto-follow up workflows. We also use Intercom for comprehensive reporting on where customers get the most confused in product, where their onboarding may be weak, or where customers want to see enhancements. The report tool is very user friendly and comes with great customization options. Our company has also been able to leverage the success of Fin to build trust in our internal AI systems. As an end user, they don't see the difference between our AI's. They just see AI in our platform and know they are going to get a quality response from it.

Pros

  • Data Reporting
  • Custom Workflows
  • AI Resolutions
  • Constantly Innovating

Cons

  • Handling holiday hours
  • Accurate understanding of conversation handle time
  • Reduced MFRT
  • Improved CSAT
  • Increased Rate of Automated Resolution
Platform is modern and intuitive. Everything is where I expect it to be, and there is a search bar on most pages to find things quickly.
We utilize Intercom with Jira for seamless communication and updates between support and dev tickets.

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 great for small to medium teams. I haven't used it in a large organization, but the lack of bulk updates for team management seems like it would be hard. But for small/medium teams, the ease of use from a systems management perspective is great. I can envision, create, and implement a new workflow in less than an hour. Allowing our team to be agile within our current team size. It is also great for SaaS companies that want to keep customers in app. As it is conversation based vs ticket based, customers don't have to leave the page to get their answer, driving DAU and time in app.

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