Solid Platform for B2B Customer Support.
May 16, 2025

Solid Platform for B2B Customer Support.

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

Overall Satisfaction with Intercom

We use Intercom to support customers of our B2B SAAS platform. It houses our help articles and is the primary (only) place customers interact with our support team. We have integrated Intercom into our platform and public website to handle queries. We also use Intercom's Fin AI and automated workflows to streamline our responses further.

Pros

  • Keeps everything in one place making our remote team in sync.
  • Continuously innovating. Bringing AI was a game changer.
  • Good support team. Knows the product and follows through.

Cons

  • Better ways to close the pop-up chat window. A few of our customers keep complaining that it irritates them, and they are not able to intuitively close it.
  • Hand off between human and AI. I would love to hand over to AI to follow up after a certain point in the conversation. Right now, only AI can hand over to humans.
  • Ability to fill in qualification fields based on rules in workflows. When a customer enters a response, I want that to be filled into the qualification fields automatically. Not possible currently.
  • Since we implemented Fin AI in February, we have been able to support customer queries during non-business hours. This is a game changer. Fin has brought down response times and is also extremely capable of handling complex queries from our customers. We have seen closure rates go down by 24-30 hours, which is quite phenomenal.
It takes a bit of getting used to. It's easy to start off with simple pieces of answering queries, etc. The real part is when one tries to use workflows with triggers and automation. Then, it can be a whole different experience. I would love to see it being much simpler in terms of usability there.
We integrate with Stripe, and it was fairly simple to do that. Nothing else.

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

We started using Intercom five years ago, and it is probably the best decision we made. It is without a doubt the best investment in our startup journey. It is rock solid, with constant innovation and product improvements. We are a fully remote team, and it helps keep all the customer conversations and interactions in one place. So, we can seamlessly collaborate and ensure that nothing drops.

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