Great all-in-one customer service tool.
February 13, 2025
Great all-in-one customer service tool.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
We use Intercom mainly for customer service purposes, but hopefully, we'll be able to make more use of automation in the future so we can make Intercom a sales tool as well. We originally wanted Intercom because we would be able to manage all our channels in one place and because of the automations. Automations have been a bit tricky to set up properly, as we didn't have a lot of support content beforehand, but we are motivated to make it work. Intercom generally works very well and customer service is always at hand!
Pros
- Automations
- Gathering all channels in one help desk.
- Customer service.
Cons
- Reports could work better and have more choices for customisation.
- The new way of sorting "Knowledge" is more complicated for us. We'd like to have articles separate.
- Much better overview of support resources.
- TTR going down.
- Easier overview of the topics our customers are contacting us about.
We've integrated with some tools, but many apps don't offer the full integration we need in order to find them useful. I.e. the click-up integration sounded great for us, but it just isn't giving us enough options.
Do you think Fin by Intercom delivers good value for the price?
Yes
Are you happy with Fin by Intercom's feature set?
No
Did Fin by Intercom live up to sales and marketing promises?
Yes
Did implementation of Fin by Intercom go as expected?
No
Would you buy Fin by Intercom again?
Yes
Comments
Please log in to join the conversation