Intercom is one of the best.
November 25, 2024

Intercom is one of the best.

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

Overall Satisfaction with Intercom

We mainly use Intercom to provide customers with support and access to a help center in a SaaS environment. We need to be able to respond to customers in a timely manner, collect information about their issues/questions, and create the necessary tickets for the engineering team when necessary.

Pros

  • Customizable
  • Automation
  • Clear UX.

Cons

  • Better custom options for the help center.
  • Alerts when SLA is breached (e.g., webhook).
  • Faster response time.
  • Greater customer satisfaction.
It is generally pretty easy to use, both for agents and admins. Some improvements could be made, but it is still easy to use.
We use Intercom with Zapier and via the API to help us design the processes we really need.
Intercom is better for those, as It is easier to customize and implement integrations/automation. The UI/UX is much simpler in Intercom.

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

Intercom is a really good application for providing support and customizing what you want. It can easily be integrated with multiple other tools and automation. I find Intercom easy and simple to use. The only downside, I would say, is regarding pricing. The intercom is not cheap. It is quite powerful, but it comes with a price.

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