The Best Asset for a Support Team
April 14, 2025

The Best Asset for a Support Team

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

Overall Satisfaction with Intercom

We work on real time issues for the health and beauty industry. From helping them with check out issues to helping them ramp up their use of the software for increased revenue.

Our goal is to use a human approach to allow each business to find solutions on their end.

Pros

  • Inbox Organization
  • Data Records
  • Easy to Navigate Interface

Cons

  • Better Mobile App - something that reflects views and is easier to navigate
  • More tools that are integrated for word check, not just fin - ex - Grammarly
  • The speed of the app allows us to answer our customers quickly which provides trust and woo which helps reduce churn
I really do adore the interface. There were some hiccups during the transition from the old inbox to the new inbox, but that seems to be cleared up now.

We don't typically use Fin but we are currently testing it.
The issue with Fin is that our customers businesses are so unique that Fin is still not trained up enough unless we need to use a default macro that the AI pulls.
We have Fin looking at past lead chats as well as some of our external knowledge bases.

It has proven helpful in some cases but do to how unique the customers we work with are, people like myself who are leads are quicker than the AI itself. That being said - new folks have seem to be happy using it as a secondary resource.
Honestly, we haven't really looked at this, but we do use it for another team because a third-party works with it.

Otherwise, I am extremely happy with Intercom and have not looked towards another software.

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?

I wasn't involved with the selection/purchase process

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

I truly love Intercom. Its super intuitive, and is right on that precipice of being the best. ZenDesk can not compare, but I really do hop there is a movie app moving forward.

As a manager, I am always on but am not always able to have my laptop open so being able to take a quick glance on the app without digging would be extremely helpful.

Fin by Intercom Feature Ratings

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