Intercom review, a quick glance
January 14, 2025

Intercom review, a quick glance

Ray Zwankhuizen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom as the primary source of contact with our customers. With the intention of fazing out Jira for our service desk and enabling AI-assisted customer support. Everything to keep it lean.

Pros

  • It seamlessly combines knowledge and service requests. We do not need to direct customers to the knowledge base, it is all integrated.
  • The AI helps to generate replies based on our own information.
  • The helpdesk page gives a uniform approach for customers to monitor their tickets and service requests.

Cons

  • The helpdesk page is limited in customization. I would love to see the possibility to allow a customer to log in and return to the requested URL.
  • More options of where to place the messenger would be good. We have to work around it when designing the pages.
  • Create a "company" page by default. The REST API allows for business/company pages to be created but it is extremely cumbersome.
  • This is probably due to the fact Intercom focuses on users, which is fine in a B2C environment, but not so much for B2B.
  • Currently not much yet. We have only just started using Intercom and are in the process of reestablishing our website.
  • We do see more responses in the chat though, but there are not figures I can name with that.
Our support team would like some more options like grouping and sorting tickets. Currently that is not possible as far as we have found.
We had to create connections between Intercom and our legacy systems, especially because of the limited support for companies Intercom provides. Also we're looking at the Jira Service Desk connection, that could do with more extensive documentation.
No idea, see above.

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?

No

Would you buy Fin by Intercom again?

Yes

It is well suited for a service desk situation with enough input (documentation) to provide a good answer. Less so when you don't have a lot of information, the replies are not really helpful then.

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