A fantastic tool to step up your Customer Support game
May 14, 2025

A fantastic tool to step up your Customer Support game

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

Overall Satisfaction with Intercom

In my organization we use Intercom to manage the Customer Support service. It's through Intercom that customers reach out to us with queries and requests, and through Intercom we reply and manage those queries and requests, ensuring a top quality service. Intercom helps us to provide a smooth and trustful customer service.

Pros

  • Automations and Workflows
  • FIN AI (the AI agent)
  • Reports
  • Integrations

Cons

  • More flexibility of pricing/service plans
  • HelpCenter content management could be easier and more dynamic
  • Reduced response times
  • Reduced resolution times
  • Increased customer satisfaction
  • Enhanced team productivity overal
  • Introduction of AI into our services
  • ROI increased due to FIN AI, enables the company to save one human agent's salary
FIN AI has proven itself to be a formidable tool. In terms of investment, it couldn't be better because it enables us to have one less human agent, so one less salary. In terms of service standards, the benefits are even better, FIN AI replies quickly and efficiently to our customers, specially the level 1 queries, removing that burden from the human agents so they can focus on more impactful tasks.
We have an active integration with Linear, the platform we use for product/engineering/development activities. It's a fairly useful integration, which makes our lives easier in terms of managing customer tickets that require escalation to the development team.

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 a formidable tool to do customer support services. It is super well suited and designed to ensure a top quality service to customers. It's packed with great features to boost our efficiency. In the whole product the only feature I've found that needs much improvement it's the Help Center. The content management is a bit clunky and sometimes difficult to manage because, for example, there is no dynamic features like drag and drop elements and such.

Fin by Intercom Feature Ratings

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