Great tool
January 04, 2025

Great tool

Agne Caunt | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom for customer support via Live Chat and email. Also pro-active support by product tours and outgoing messages.
We are a small company with small volumes of support inquiries, but Intercom makes it easy to manage and track customer questions and share insights with the rest of the organisation.

Pros

  • Live chat
  • Chat Bot
  • Product tours

Cons

  • Branding of live chat
  • complicated pricing and a lot of unexpected paywalls
  • email support options for several email addresses
  • Greater customer satisfaction
  • Better response times
  • easier colaboration with the rest of organisation
I have used Intercom a lot in different organisations and it changed a lot through the years but usually it is very easy to find what I am looking for by just looking at the user interface.
I usually integrate Intercom with Hubspot, or Salesforce. We have mixpanel integrations as well. It is usually pretty easy integration. The only problem I saw was no connection with woocommerce.
Intercom is much more flexible and modern than Zendesk, UI is better. Zendesk is better at multiple brand experience and localisation.

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

I think Intercom does most of support use cases well, the only time I had problem was with a small startup that had multiple languages and could not set up the email support in a way that represented both languages. The main point was the sender name I could not add a different sender name for a different language so we had to stay with Zendesk for that one.

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