Intercom bringing excellence to our web experience
March 12, 2025

Intercom bringing excellence to our web experience

Scott Meng, MA | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom is used on our website as a search engine for content and as a chat bot that answers real time questions instantaneously. We also have a number of workflows and automations we have built that flow seamlessly within Intercom. Intercom allows us to use automations and AI to assist website visitors, and limit the need for 24/7 monitoring from employees.

Pros

  • AI FIN chat bot searches our content and provides accurate answers instantly.
  • Workflows/automations are easy to build and powerfully deployed.
  • In-box is easy to navigate and resolve customer inquiries.
  • Reporting is easily accessible and provides valuable insights.
  • Customer service is top-notch. I get amazing service whenever and however I need it!

Cons

  • More flexibility/customization with FIN would be beneficial.
  • AI sometimes makes up answers - would like to see this improved.
  • It would be nice to have the option of test driving certain features - maybe a free trial.
  • AI FIN Chat bot reduced our weekly tickets by 90%
  • Response time has reduced from a couple days to immediate.
  • External inquiries have reduced by 70% thanks to Intercom.
The FIN AI Agent is surprisingly easy to launch and powerful from the get go. It is always learning based on your content, and even gives you the option of providing alternative answers when FIN doesn't answer correctly the first time. I was skeptical at first, but quickly became FIN's biggest fan when I saw its capabilities.
We do not currently have any integrations with other platforms, but are open to exploring in the future.

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 well suited for assisting website visitors in finding immediate answers when they need it. Intercom allows you to have an engaging customer service platform at the fraction of the cost of live support. It does appear to be more tailored to sales driven companies, but is easily customizable for those with a different focus.

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