Great app
November 26, 2024

Great app

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

Overall Satisfaction with Intercom

We use Intercom for our Chat Support team. This is a very helpful tool in our daily communication with caregivers. It's easy to handle and the free reports are already enough to monitor performance. If there are any downtime, Intercom notifies and updates us religiously which makes it easier to determine if we need to expect higher calls.

Pros

  • Chat Inbox
  • Reportings
  • macros
  • attaching articles
  • option to mention colleagues
  • darkmode
  • auto responses

Cons

  • please use one api or website for all of your features. company IT has to allow a lot of websites just so the full Intercom website's features are not blocked.
  • option to pin a message
  • increase in num of resolved cases
  • increase in direct and fast communication with customers
  • faster resolution for issues since everyone can see the progress of reported concern
as previously mentioned, Intercom has healped us with fast resolution and communication witb different teams. Collaboration has been easier as well due to visibility. Their incident reaponse for Intercom downtime is appreciated as well. happy to provide more if needed. reporting is easy to understand as well but option to change time zone is appreciated for teh reporting since it conflicts witbnour timezone.
aside from Google sso login, we do not use Intercom with other tools for now. we have separate tools for calls and main email
as mentioned, Intercom is one of iur tools. we use other tools for separate purposes. I think it's due to cost or more of other tools were introduced to us first prior to 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

With how Intercom works now, it is a simple tool that anyone can use and understand. How they handle downtime is very appreciated as well. The Intercom team is also responsive when you chat with then when you require assistance. Darkmode is helpful for us wgi prefers dark background. Option to toggle parts of the site is good as well.

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