Intercom helped us scale support with half the team and better automation
April 29, 2025

Intercom helped us scale support with half the team and better automation

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

Overall Satisfaction with Intercom

We use Intercom mainly for customer support, both live chat and email. It helps us manage conversations in one place and gives our team a better way to follow up with users. We also use the knowledge base so customers can find answers independently. Besides that, we rely on Intercom’s automation to send important messages through different channels like WhatsApp, SMS, and even phone notifications.

Pros

  • The Fin AI agent is great for handling the first level of support
  • The interface is clean and intuitive.
  • The way chat and email work together is smooth

Cons

  • Setting up WhatsApp can be a bit tricky and time-consuming
  • The SEO settings for knowledge base articles are limited
  • Fin is powerful, but it could benefit from more customization options and easier integration with third-party tools or internal systems
  • Intercom helped us reduce the size of our support team by around 50% without increasing response times.
  • We haven’t implemented a formal CSAT or NPS program yet, but having native NPS capabilities inside Intercom would be a big plus
  • The platform gave us more flexibility with our resources. Instead of scaling the support team as we grew, we were able to redirect that budget toward other areas of the business.
I’d give it a nine because the platform is very easy to use and well designed. It’s simple to manage conversations, navigate the inbox, and automate workflows without a developer. Fin is also easy to configure and does a good job of handling basic support tasks. I’m holding back one point because some parts — like setting up WhatsApp or customizing Fin deeply (could be a bit more intuitive or flexible). But on the whole, the experience has been smooth and reliable for both our team and our users.
We use Intercom alongside several other tools, including HubSpot, our CRM. While we do integrate the two, the data sync relies on a paid HubSpot service rather than a native or way better Intercom integration. It would be great to have a stronger, more direct integration between the two platforms.

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?

No

Did implementation of Fin by Intercom go as expected?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

I would rate Intercom a 10 because it’s been a reliable, all-in-one solution for customer support and engagement. It works really well for managing live chat and email conversations in one place, and tools like Fin help us automate the first level of support, which saves our team time and improves response times. It’s also great for building a help center and pushing important messages through multiple channels like WhatsApp, email, or SMS.

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