Outstanding CRM
April 02, 2025

Outstanding CRM

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

Overall Satisfaction with Intercom

We use Intercom to ensure that technical issues, payment issues, doubts, and customers' concerns are addressed in a timely manner. Usually, customers reach out to us for delayed deposits and withdrawals, inquiries regarding website rules, and casino technical issues are the most frequent topics addressed by our team while we are online.

Pros

  • The IA tool for rephrasing and more friendly is simply outstanding.
  • Lokalize translator is really helpful.
  • Auto-assignement is really balanced.

Cons

  • I find quite confusing to track the statistics on the platform.
  • Lokalize could detect the language automatically when a new language is engaged on the chats.
  • Introducing a new IA spell corrector embedded to Intercom could help us with smaller grammar typos.
  • Customer Satisfaction Increase
  • First response time increase
The usability is good, however, some features are way too complicated to mess with. For example, the preferences and internal features such as the Reports tab is quite complex and I think that should be possible to de-escalate and make it simpler by doing some adjustments on templates and where to find some of the information.
I don't believe our company uses AI Agent Fin on a daily basis, since we have a wide Product Knowledge base, and Fin sometimes confuses the questions and doesn't provide us with the appropriate answers, we are not advised to use it, instead, we have our own base of procedures so we can check ourselves.

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

I have used Zendesk, LA Desk, and HelpDesk, and I can confirm for sure that Intercom is the best CRM in the market by far. However, it is indeed a little complex and I think Intercom is not used at its best potential for the majority of companies and persons who use this platform in a daily basis.

Fin by Intercom Feature Ratings

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