All you need to excel at customer service.
November 11, 2024

All you need to excel at customer service.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use the intercom for our support management and user research, such as (surveys). In addition - and this is on the marketing end - we use it to update about our product offering. If we have downtime or something else, we also update our customers via intercom banners, etc.

Pros

  • Help Center Articles.
  • Chat Interface.
  • Customization of Surveys and user research.
  • Easy Chat integration.

Cons

  • Customization of Help Center Articles.
  • We have increased customer satisfaction with issue handling by 30%.
  • Better notification of product updates by 15%.
I sometimes have a hard time finding chats. What is particularly annoying is that I very often target the wrong people based on "country" on product updates. It's their latest IP location, I guess, but I want to edit this manually (e.g., people work from abroad).
We use it with Jira nad productboard, as well as Slack. Love it!

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?

Yes

Would you buy Fin by Intercom again?

Yes

Suppose you want to be good at customer support and have a ready solution. Many companies use intercoms, which are great tools for any company, regardless of size.

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