Intercom review.
February 13, 2025

Intercom review.

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

Overall Satisfaction with Intercom

Our primary use case is the live chat function for answering customer issues in-app and the help center to house our knowledge base materials. We've been using this function since late 2019 as a small team, and this is a fundamental part of our support structure. On top of this, we use posts to provide regular updates when needed, as well as tooltips and product tours for in-app learning. Lately, we've begun to explore more areas of intercom, namely series and email campaigns, as we've demonstrated to stakeholders in our product and customer teams the power and value these have in onboarding new users and engaging existing customers.

Pros

  • Live chat.
  • Knowledge base articles.
  • In-app messaging.
  • Integrating knowledge material in other functions e.g. tool-tips, product tours.

Cons

  • Not all tables are sortable.
  • Better/easier organising of tooltips in tooltip groups.
  • Add date ranges to outbound engagement metrics.
  • Greater customer satisfaction.
  • Reduced response and resolution times.
  • Automations have reduced our inbound and BAU duties, allowing our support members to explore more areas of responsibility and personal development.
The transition from AI to human is seamless. This is from my experience of contacting Intercom for help and your use of Fin AI. We currently do not have the scale for Fin AI, but it is under consideration for the near future. Outside of Fin AI for our use case, bots and automation have made it easier to direct users to the correct knowledge materials and made the transition to human support seamless when needed.
We don't. Our other main Support software is Freshdesk, where we create tickets that need escalating. We do have the Freshdesk integration to create tickets directly for Freshdesk. We also have our feature request tag linked to Airfocus.
Odoo was, in my opinion, terrible - a jack of all trades and master of none, which is why all teams in the business moved away to bespoke software. Freshdesk - an easier and more organisable way of creating and managing tickets. Although Intercom now has tickets, we're still using Freshdesk due to ease of use after 5 years, and our development team is also using it, so more cross-team collaboration happens there.

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?

Yes

Would you buy Fin by Intercom again?

Yes

As previously mentioned, the live chat, ease and organization of knowledge materials, and in-app messaging are important.

Fin by Intercom Feature Ratings

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