Item: Fin by Intercom
Rating: 8
Author: Verified User

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

Intercom is currently our main ticketing system. It's our centralized location to start and receive customer inquiries. We use Intercom for sales & general and or technical support, but also for marketing emails/campaigns. In Intercom, we classify the various outreaches in different inboxes, so we can assign them to the right team.

Pros and Cons

Pros

Structure, centralizing inquiries
Analytics
Internal Communication

Cons

Searchibility of previous conversations with customers
Adding the possibility to comment on Internal notes with an emoji
Adding a "Bump" solution, since "Bump by Userfeed" is no longer available.

Return on Investment

Self served customers via Fin
Customer feedback

Usability

Overall we're just very happy on how Intercom works. There is still room for improvement, but it offers the essential features for our solution.

Integrations

We use Fin to self-serve customers with our help center documentation. If it doesn't solve it, our human support will be triggered.

Key Insights

Do you think Fin by Intercom delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Other Software Used

HubSpot CRM, ClickUp, Bump

Likelihood to Recommend

Intercom works really well for support. There are a lot of integrations, and it's possible to build an entire workflow. Communication is extremely well centralized.

Fin by Intercom Feature Ratings

Comments

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Excellent tool to achieve success in Support