Great Customer Service Ticketing Option
March 10, 2025

Great Customer Service Ticketing Option

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

Overall Satisfaction with Intercom

We use Intercom to handle customer service inquires, work review, and general ticketing. We also have it on our website for potential new client inquires as well as the AI bot set to answer frequently asked questions. This helps us keep our tickets from clients in an organized way to prevent things from getting lost. We also are also to take this data and keep track of customer interactions and our teams response time.

Pros

  • Automating general responses to FAQ
  • Organizing customer support tickets
  • Tracking response time for tickets

Cons

  • The onboarding was a bit confusing and took some time
  • Some of the automated responses feel unnatural
  • Attachments don't always work or send
  • Great customer experience
  • Reduced response time to customer issues
  • Team performance tracking
The experience onboarding the program was a bit complex and confusing. We have also had some issues with clients trying to send attachments inside of their ticketed request. We have loved the ability to integrate it into our Coda doc for ease and tracking of analytics for our clients as well as our team.
We tested it for a few days but didn't have much success. In all fairness, we probably didn't test it enough.
This is the first one we tried.

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?

No

Would you buy Fin by Intercom again?

Yes

If you are dealing with a large number of customer inquiries, this is a great solution to provide your customers with a great experience as well as keeping things organized and neat for your teams. This also helps you keep track of your team's performance in relation to customer inquiries.

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