A key piece in our tech stack!
January 17, 2025

A key piece in our tech stack!

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

Overall Satisfaction with Intercom

We use Intercom as the leading platform to deliver first-class customer support and keep our clients informed about the latest updates to our products and features. Its powerful capabilities enable us to engage effectively with our customers, ensuring they always have access to the necessary resources and information. Beyond support, we leverage Intercom's outbound communication features to enhance our client outreach. This includes sending newsletters to share key updates, one-off emails to announce new functionalities or services, and scheduling targeted pop-ups, banners, and in-app product tours to guide users through their journey. These capabilities allow us to deliver personalized and timely communications, helping our customers discover value, maximize their platform use, and stay engaged with our offerings.

Pros

  • Customer Support.
  • Intuitive User Experience.
  • Outbound Functionalities.
  • Modern Design.

Cons

  • Stronger analytics.
  • More customisable dashboards for reporting.
  • Less buggy product tours.
  • Greater customer satisfaction.
  • Reduced response to customer issues.
  • Measurable product marketing initiatives.
  • Faster customer onboarding.
Intercom is one of the most user friendly tools I've used. Its vast array of features can make it a bit complex to use, or keep up with, at times. However, the customer support team is brilliant and always answers my queries fast and with easy-to-follow instructions.
This is an area we need to leverage better. We've looked into the Canny integration, but it's not suited to our needs. Besides that, we don't integrate Intercom with other tools.
The intercom is more intuitive and provides easier management and personalization of our conversations. It's been a while since I used Zendesk, so this might have changed, but Intercom provides a bigger catalog of functionality targeted to product marketing, such as emails, in-app banners, pop-ups, and, overall, outbound communications.

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?

I wasn't involved with the selection/purchase process

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

Well Suited Scenarios: - Intercom excels in delivering personalised customer support, making it an excellent choice for companies looking to provide timely, contextual help. - Its tools also are great in enhancing customer product knowledge, equipping users with the insights they need to maximise product value - For customer training and product awareness, Intercom's features like banners, pop-ups, and in-app tours are highly effective. Additionally, it serves as a reliable platform for overall product marketing, enabling targeted campaigns, newsletters, and announcements. Not Suited Scenarios: - Intercom is less ideal for internal team training, such as hosting detailed knowledge guides or managing team-specific learning pathways. - For creating interactive product tours, while Intercom offers basic functionality, dedicated tools like Navattic or Storylane provide a more dynamic and user-friendly experience. However, if convenience is a priority—especially when avoiding redirection users outside of our platform—Intercom remains a practical option.

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