Just a user giving feedback.
January 21, 2025

Just a user giving feedback.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Frayt uses Intercom to connect drivers and customers to operators and team members to deal with issues, concerns, or requests. All drivers and customers have access to our intercom channels and can be assisted as soon as possible by team members. We also use Intercom to reach out to these individuals about any issues, concerns, or requests we have for them.

Pros

  • Connects to the appropriate team to cut down on figuring out where each chat needs to be directed.
  • Allows communication to be visible to other team members and to move over to each other or share communication appropriately.
  • Allows multiple options to reach personnel or outside individuals to ensure a connection can be established on a single platform.

Cons

  • It would be nice if chat was not reassigned to the individual that closed them if the other user reopens them. If the original assigned user is unavailable, those chats go unnoticed by others, so an ability to see those communications, even if they are assigned to someone else, a little easier would be nice for accessibility.
  • We have a massive problem with users accidentally having many accounts created even though they are reaching out on the same platform from the same link. A way to narrow down an effective list of actual accounts from each individual would be nice to ensure that users actually receive the communications they are meant to.
  • A way for a schedule to be created with times of availability and unavailability without having to manually log in and log out every time the status changes, or possibly an automatic log off after a predetermined amount of time of inactivity.
  • Intercom has allowed Frayt to improve customer satisfaction by ensuring any active issues are addressed immediately to ensure effective service for their needs.
  • Has decreased the time for response when addressing contractors due to the ability to reach out through various means to individuals.
  • Has increased visibility for specific issues to multiple team members for things to be addressed appropriately.
Intercom usability is great, but I believe there may be too many places for different types of settings to be changed. This has caused me to just deal with some issues for a longer time than necessary because I could not locate the space in which I could change the setting necessary.
We use Intercom to notify all internal teams and members of any relevant incoming communications through Slack. This not only allows us to see intercom communications as they come in but also allows us to reference these communications past the time they may be active if any reviews may be necessary, as well as to provide even further visibility to anything that is not immediately relevant for any particular individual.
Personally I have not used any other platforms like Intercom and do not wish to search as of right now.

Do you think Fin by Intercom delivers good value for the price?

Not sure

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

Intercom is well suited for connecting internal personnel with external individuals and those externals to specific individuals or teams within the organization. Intercom also does a good job at allowing multiple resources to direct communication in the right direction, whether that be a transfer internally or directing initial communication requests to the appropriate resources. Intercom is not always the best-suited platform for reaching out to external individuals because of the inability to know the availability of who you are trying to reach.

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