Everything you need to handle your user support
February 24, 2025

Everything you need to handle your user support

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

Overall Satisfaction with Intercom

We use Intercom to handle support requests from our SaaS platform users through conversations and manage development team tickets in the backoffice. Recently, we expanded our user resources by adding training materials through the article functionality and building a helpdesk environment. We're also exploring banner options to communicate product updates and announcements to users.

Pros

  • All in one view for users
  • Including all necessary tolls in one
  • Integration of educational content

Cons

  • The update to the report functions is blocking me from exporting the reports as before.
  • Some in-product marketing related features are harder to navigate
  • Supporting multiple languages for users is not straight forward
  • Reduction in response times
  • Fast support agent onboarding
  • Reduction in questions which can be resolved through education / articles
It was straight forward when first logging into Intercom and to get ready. The short onboarding integration helped. If you need to dive deeper it get's a bit more complex but nothing some tech savvy users couldn't handle. Lastly their own best practice on how to use their features helps e.g. when you yourself need to reach out to Intercom or look up guides.
We did not explore the AI parts yet as we are evaluating how our users would react. The features seem to allow for a somewhat soft transition.
My main concern at the moment is how the integration looks to the users and Intercom just looks modern and up-to-date. HubSpot is missing this. In the background it always comes down to how you organize your team and processes.

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?

Yes

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

Based on my experience, Intercom is perfect for providing a professional support chat interface (plus additional features) for SaaS platform users right from launch. There's no need to build custom tools when you can use a ready-made solution.
I find it difficult to imagine scenarios where Intercom wouldn't be suitable, except perhaps for highly specialized requirements.

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