Fin by Intercom vs. iZooto

While Fin is an awesome investment, the setup and tuning of responses to meet brand alignment and delivery have taken some time. If you prioritize not just resolution rate and accuracy, but style and delivery, it's a bigger lift. However, for the vast majority of businesses, the step and its impact on resource management are a worthy investment.

Incentivized

iZooto is great if you have a case where you are selling something to consumers on your site. Or are looking to re-target them after they came to you. It may not be suited for targeting existing customers of a SaaS company who have already been acquired, when you've got the user locked in. However it can be useful to retarget the top level funnel of a SaaS company and increase leads.

Incentivized

• Great UI - everyone has their own inbox but can still see all incoming messages.
• Fin AI - we love the AI functionality, it saves tons of time of the team.
• Automated emails - we configured Intercom in a way that it uses a lot of information we have about our users (e.g. their subscription, date of upgrade, etc.) so that we can use it to automate communication.

Incentivized

• iZooto allows us to keep up to date with various browser developments & push notification standards that keep evolving.
• iZooto allows us to re-target users who viewed a particular product, or products in a certain price range or users from a certain location or all all of these together.
• iZooto allows us to monetise our push notifications without any extra effort.

Incentivized

• Some things are repetitive. Ex: If you provide guidance to ask a follow-up question, it'll ask that follow-up question each time.
• It'd be cool to have a "vibe" check for auto-sorting. Ex: We have responses to our outreach feed into Intercom. It'd be cool to have a way to auto-sort based on if they ask a detailed question or just a plain "interested" response.
• It'd be cool if Fin by Intercom flagged conversations, like it a customer seemed agitated, for the team to review.

Incentivized

• Their WordPress plugin works but is a bit glitchy when you try to override a post's default settings in the notification
• More opportunities to brand the opt in prompt would be great -- with, say, our logo, though I am not sure it's supported by browsers
• There is no clear way to UNSUBSCRIBE from prompts, unlike with OneSignal.

Incentivized

It's currently a perfect fit for our needs, and we are customer-focused and small. When we grow, we may need to re-evaluate, but our current team finds it easy. Reviewing conversations is simple and allows for great training. The canned replies make service fast and easy. Smart suggestions remove the need to re-write technical walkthroughs and explanations for our FAQ

Incentivized

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.

Incentivized

always there

Incentivized

works perfect

Incentivized

Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.

Incentivized

They were on top of things right away when I reported an issue with their WordPress plugin, or when I needed to switch from Shopify to WordPress. Very hands-on and responsive. They have built-in live chat support in their app, though it would be nice if they incorporated it into their WordPress plugin too, so I didn't have to leave WordPress to report issues.

Incentivized

Easy to know the learning path

Incentivized

The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.

Incentivized

In my experience, what Intercom has done with Fin by Intercom is far more innovative and forward thinking than other tools I've used. It's intuitive, easy, and they are always releasing new things to make Fin by Intercom even more powerful.

Incentivized

OneSignal is free up to a very high limit, whereas iZooto is paid. But OneSignal is only suitable for posting notifications about news articles, whereas iZooto has cart abandonment. That alone makes it a no brainer. Also, the custom prompts to subscriptions add a nice touch and a way to start a non-generic relationship from the very first touch.

Incentivized

• I like how I don't feel like I need to constantly be monitoring support, especially on weekends
• It's great that the user will get some response right away, I just need to hope that the response they do get is good enough if I'm awk

Incentivized

• I bought iZooto as a lifetime deal when it was on early beta, so the ROI is high. I am about to transition a major news property I manage on to iZooto from OneSignal as it allows for easy segmentation and cart recovery, which OneSignal does not offer, at least anywhere near as easily.
• We spend up to $20 on user acquisition, and since implementing iZooto, that number has gone down to closer to $15. Still, I cannot say if the whole gain is from iZooto, as attribution is messy, but I'm sure it has contributed to our efficiency.
• Push notifications are the 4th highest source of referrals for us, so it's bringing users back.

Incentivized