Support Smarter Save Time Stay Helpful
April 28, 2025

Support Smarter Save Time Stay Helpful

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

Overall Satisfaction with Intercom

We use Intercom to provide live chat support to our users (B2B, B2C), as well as sending automatic emails (e.g. onboarding sequence) or ocassional emails. We also use posts to provide our users with product updates, and surveys when, for example, they downgrade or delete their account. We use FIN bot to help us resolve repetitive matters.

Pros

  • Great UI - everyone has their own inbox but can still see all incoming messages.
  • Fin AI - we love the AI functionality, it saves tons of time of the team.
  • Automated emails - we configured Intercom in a way that it uses a lot of information we have about our users (e.g. their subscription, date of upgrade, etc.) so that we can use it to automate communication.

Cons

  • Intercom support - sometimes they take a long time to answer a question.
  • Filtering - I would like to upload e.g. domains with which I want to filter out our audience. Unfortunately, right now I need to add those one by one when trying to filter and there's no bulk upload.
  • I would love to see a "quick call" feature
  • For sure we save a lot of time with Fin AI Agent - it is a great tool.
  • As we are not 24/7, our customers are very happy to receive a reply anytime during the day or night thanks to Fin.
  • This feature helped us (Fin) reduce ticket resolution time as it is super fast.
Intercom is a powerful and user-friendly tool for client communication. It supports various formats like emails, posts, and banners, which are ideal for sharing updates such as maintenance notices. However, the interface changes quite frequently, and just as you get used to where a feature is located, it may have already moved, which can be a bit disruptive.
We don't really use integrations at the moment - not in our package.
I used Zendesk briefly but found it difficult to navigate — I often couldn’t tell what was going on or how to simply reply to a ticket. In contrast, Intercom is much more intuitive and user-friendly. Its clean interface and support for multiple communication formats like emails, posts, and banners make client communication clear and efficient.

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 an excellent tool for client communication. It’s intuitive and supports various formats such as emails, posts, and banners, which are especially useful for sharing important updates like maintenance notices. Having all communication channels in one place makes it efficient and reliable for keeping clients informed and engaged. I gave 9 because I never used any other tool.

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