Intercom a GEM across the Customer Support Software Sea
February 12, 2024
Intercom a GEM across the Customer Support Software Sea
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
In our organization, we use Intercom to deal with customer support tasks. We also use the proactive message combined with Workflow and are fans of the tag to track broader issues, customer feedback, and feature requests. We only use have conversations and not tickets because we are a small company and that suits us the best. Our helpcenter is also connected to Intercom and is a great resource of information.
Pros
- Manage conversations with customers in a simply and accessible manner for both the CS team and the customer
- Great help center feature
- Macros are particularly helpful
Cons
- Workflows are still somehow hard to use at first. Especially find a meaningful way for the business to use them.
- FIN still has room for improvement, especially in the multilanguage accuracy.
- Proactive answers triggered by user behavior could be improved to include more behaviors
- Bulk exporting all the help center articles can be done only via API.
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?
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
Comments
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