Intercom is a great platform for scaling your support, sales and marketing operation.
November 28, 2024

Intercom is a great platform for scaling your support, sales and marketing operation.

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

Overall Satisfaction with Intercom

We use Intercom to manage all of our customer and lead interactions. Customers talk to us via chat, WhatsApp, and email. Our support team responds and runs cases on Intercom in a centralized way. We also use Intercom for outbound communications, applying multiple filters and grouping to create an extremely personalized experience.

Pros

  • Real time chat and customer experience driven by data.
  • Integration with multiple platforms including web, android, iOS, etc.
  • Data management, segmenting, search and filtering.
  • Outbound communications via email and in-app messages.

Cons

  • AI integration at better prices and experience.
  • Native integration with Facebook, Instagram, Whatsapp.
  • It allows us to achieve 95% satisfaction among our customers.
  • It helps us convert 10% of our leads.
It's an excellent interface, although it can get heavy sometimes if your computer is old. It has everything you need to filter, search, and contact your customers via multiple channels. Everything is connected to conversations, so using Intercom in day-to-day support, sales, and marketing operations is optimal. The interface is modern and well-designed.
We integrate it into our web, Android, and iOS properties, where customers can chat with us directly. We also incorporate Intercom into other platforms, such as Stripe and GitHub, to exchange key information in certain processes requiring feedback and initiate actions on these platforms. Finally, we integrate Intercom into other channels, such as Facebook, Instagram, and WhatsApp.
The product was too focused on "tickets," and we wanted to focus more on "conversations." Intercom shows that thinking across the whole app was a no-brainer for us. Zendesk's pricing is a bit higher for what they deliver, but the ease of integration with our platforms was key, too.

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 will help you achieve your goals in managing a large customer base with room to grow, where you need to add further processes and personalization to the customer support activities of your business. If you are starting, looking for customers and product-market fit, then you are better off starting with WhatsApp, which you can later load off into Intercom when the time comes.

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