Best CX tool on the market
March 18, 2025

Best CX tool on the market

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

Overall Satisfaction with Intercom

We use Intercom as our complete customer experience tool, most prominently as a support inbox management and live chat tool. But its workflows and proactive messaging features allow us to share really specialised messages with our users whilst on the platform, facilitating higher engagement, retention and upsell potential. It also means we're not having to compete with all of the other emails that they have on their inbox; we're able to reach our users really specifically whilst in-platform.

Pros

  • Workflows
  • AI agent
  • Proactive messaging
  • Userbase segmentation
  • UI
  • Tertiary features and integrations

Cons

  • The reporting is broadly quite good, but there are a few additional metrics I wish it had, such as better theme and sentiment analysis
  • It is slightly difficult to remember where some things are, like having macros within settings. It would make more sense to me if they were within knowledge instead
  • There are some things that you can only do via their API, like deleting contacts in bulk and there is some info that can't be pulled into Zapier which is a pain
  • Increased team productivity
  • Increased CSAT
  • Reduced churn through higher engagement
  • More specialised, non-linear career growth for the team (e.g. KBase Manager)
Yeah it's great, no real complaints. As I put a bit above there are a couple of minor things I personally would change, but it doesn't impact how I feel broadly. It's super easy to use
It works broadly pretty well but with some definite frustrations. We use HubSpot, and the way that it integrates is a pain - a conversation will only sync with one user, even if there are multiple people within the thread. It's also not possible to associate that conversation with a deal or a company

I think this is more on HubSpot's side than Intercom's, but it is an issue nonetheless. We have sort of managed to fix it now through Zapier integrations but it took a long time to get to this point
Way better than all of them - especially the workflow tool which I don't think Help Scout or Crisp even had. Really easy to manage capacity too through snoozing conversations and customers receiving emails after a response.

With HubSpot, there was no way for our users to return to the conversation if they left their computer

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

On the whole I think it's really great. My team love it and find it super easy to use, and it makes it much much easier to manage our workload than any other support tool we've used before

I wouldn't necessarily say it is easy to set up their AI agent, as there's a lot of process changes that you need to do internally, but it is about as easy to implement as you can get I think. Defo able to do it without any real knowledge of setting up AI tools

Fin by Intercom Feature Ratings

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