High Quality Sales and Support Platform
July 19, 2023

High Quality Sales and Support Platform

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

Overall Satisfaction with Intercom

We use Intercom both as a Sales tool, and as a Support Tool in our Software as a Service Platform. It's great to have a platform that assists users from first trialling our product, all the way to becoming long term subscribers of the product. It's fantastic that it integrates with our platform so we can bring dynamic properties through from our Product into Intercom, which can then be used to drive trials forwards, and also keep our users engaged.

Pros

  • Follow Up Series
  • Logic and Segmentation
  • Follow Up and Automation
  • Custom Properties
  • AI and Automated Prompts and Suggestions
  • Product Documentation

Cons

  • CRM Features could be better
  • Segmentation of Support vs Feature Requests
  • Clarity of Message Delivery (Email, Chat etc.)
  • Increased Website Conversion
  • Reduced Response and Resolution Times
  • Automated Customer Onboarding
  • Increased Trial Completion
  • Automated Query Responses
Intercom is almost always easy to use, interface is straightforward and can be customised to suit individual's needs. Where it has been challenging support is there to come back with answers on how it can be configured or set up, but I almost never need them.
Intercom is a very intuitive system that is relatively easy and quick to set up, the majority of what you need is there and ready to go. Where HubSpot has the edge is on the CRM functionality it has, while Intercom has tagging and segmentation, it doesn't have the depth of CRM features (call tracking etc.) that HubSpot Sales has.

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 fantastic to use when you are selling Software as a Service, it was first recommended to me by a team member who had seen it used it in a Travel Company and an Education Company. It doesn't have the fully featured CRM functionality of some platforms, but it really shines for automated messaging, following up with users, and automated replies based on Support Articles. Both our Sales and Support teams rely heavily on Intercom, to both drive sales forwards, and support our long term customers. We've tightly integrated it to our Product so the status of the account and how active it is is represented in Intercom.

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