An easy to use all in one support strategy for customer experienc!
December 12, 2024

An easy to use all in one support strategy for customer experienc!

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

Overall Satisfaction with Intercom

We use Intercom phone, chat and email as an all in one support strategy for our Customer Experience team. Having all channels in one tool allows our agents to easily manage their workload and means we can keep track of conversations that are handled between more than one channel. It's incredibly useful that you can make a phone call and then send an email in the same thread so they are always connected!

Intercom's powerful workflows also allow us to utilise Fin Ai Chatbot to resolve over 30% of our inbound chats and workflows also allow us to route emails smartly to teams and individuals within the workspace.

Pros

  • Workflows and automation. Very simply and intuitive to use with powerful results.
  • Data and reporting. Intercom allows you to look at a host of metrics and has a clever build your own charts feature.
  • Integrates phones, emails and chats in one tool.

Cons

  • outbound call recording messages are only supported in English while you can purchase numbers for us in a large range of countries.
  • Phone balanced assignment takes into account when a user was last assigned a call or a conversation. When you have a team working through emails asynchronously while providing phone support this can lead to some members not receiving any calls while other receive the bulk. A phone-specific assignment option would be beneficial.
  • Fin Ai Chatbot resolves over 30% of our inbound chat volume reducing the workload for human support and allowing them to put more effort into complex problems.
  • Integrating all channels into one tool has massively increased our data reporting speed and efficiency
Intercom is very user friendly. Without needing to use code you can set up workflows to collect data or route customers to the right team, you can personalise your brand colours and messaging in chat and you can set up an Ai Chatbot.
We use Intercom with Lokalise to allow real-time two-way translation so we can support international customers with a more personal touch. We also use Intercom with Hub-Spot for our sales team and integrate with Jira for connecting issues with other internal teams.
We used Aircall for many years and it was a great tool, however as we scaled down our phone support usage it became expensive and cumbersome. Intercom phones offered a cheaper solution that turned out to be more efficient for our team to use as well.

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?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Intercom is a great choice for a simple to use but powerful and effective CRM tool. Within one platform you can write and receive emails, offer phone support and create a chat workflow using a chat bot trained on your Intercom Help Centre! We have found it works well for a small to medium sized team but I'm sure it would work well at a larger scale as well.

Fin by Intercom Feature Ratings

Comments

More Reviews of Fin by Intercom

  1. Home
  2. AI Chatbot Software
  3. Fin by Intercom Reviews
  4. User Review of Fin by Intercom