Implementing intercom in an early start-up.
Updated May 26, 2025

Implementing intercom in an early start-up.

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

Overall Satisfaction with Intercom

At Paperbox, we offer a web-based application that helps process incoming documents using AI and advanced categorisation techniques. Users of our application can reach out directly to our team of support and tech engineers to help solve questions, issues, or bugs. We use Intercom not only for customer support but also for announcements and product improvements.

Pros

  • Intercom is easy to implement within your web application.
  • Intercom offers customisation and white labeling.
  • Intercom has a large knowledge base that explain their features from A-Z!

Cons

  • It would be great to have the ability to add rule-based tagging automations instead of using the workflows.
  • For users new to the platform, creating integrations via GitHub and the native "back-office" or "customer tickets" can be confusing.
  • Intercom cannot export reports or share reports with users who are not in Intercom. And if it is available, it's not apparent.
  • Intercom has a significant impact on our customer satisfaction and ensures we maintain a near-perfect score.
I'm giving it an eight since certain items are self-explanatory and intuitive, depending on where you are in the suite. In contrast, other features, such as copying/duplicating workflows, are not prominent (nor available). I have worked with different platforms, such as Sprinklr, Engagor, and Zendesk, and given my experience, I know my way around these quite well. I love Intercom, but there is room for improvement.
We currently have Intercom integrated with Google Chat to ensure we get notified whenever a customer asks questions or opens a chat without having to have Intercom open. This allows other team members to discuss the ticket internally for the next best action. This is a great duo.

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 think Intercom is a great addition to your company's suite of tools, especially in the early stages, when you want to respond quickly to issues. Live Chat is very familiar to many people, and the level of entry/ ease of use is excellent.

Fin by Intercom Feature Ratings

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