A Must Have in your business
February 17, 2025

A Must Have in your business

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

Overall Satisfaction with Intercom

We use Intercom mainly for customer support, we used to dedicate a lot of time answering basic questions but thanks to Intercom's Fin we can give more efficient answers to our clients specially for advanced questions.
We also use the help center so our clients and Intercom's Fin can find the answers more easily.

Pros

  • Managing the Help Center
  • Intercom's Fin, the AI bot to answer basic questions of our product
  • The inbox chat

Cons

  • When we rename a section or module of our software, it's somewhat difficult to train Intercom's Fin and update all the knowledge base and our manuals, nowadays it need to be updated manually.
  • I want to be able to have prompt box so i can instruct Intercom's Fin on some answers, like giving him feedback.
  • I Want the AI to be able to read images, our clients send a lot of screenshots in their questions.
  • We have a better resolution time (almost reduced to a half o what we had before Intercom)
  • We have a better help center, more organised and clean
  • We save a lot of time with the workflows too, so the users can be guided and routed to the correct department from the start
The user interface is very clean, the onboarding process also is very easy and intuitive, the configuration process it can be a littlea tedious but when you finalize it, you can see the results of the effort. it also applies to Intercom's Fin AI, the training process and the changes in the structures in the articles in order to be processed by Intercom's Fin also helped to give better responses
I use entirely the Intercom tickets without an external tool, but we integrated to Intercom hubspot and other tools at some point.
I don't want to integrate Chargebee to Intercom with the AI Agent yet because we are updating the prices of our platform so i dont want it to give wrong answers.
Also, we are defining our new pricing rules.

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

Intercom is a must have tool in your company, even if you are starting in it. If you have all your information well documented and well organized, you will avoid headaches in the future.
Also the Intercom Fin AI bot is awesome to answer your most common questions and to brind an excellent customer support

Fin by Intercom Feature Ratings

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