Fin by Intercom vs. Maropost Marketing Cloud

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

It's a perfect fit for medium to high volume email senders who want an easy-to-use email builder and marketing campaign planner.

• 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

• Support: we were given a go to support person who is basically an account executive who oversaw our progress and was there to assist us with whatever we may need.
• Email open rates and testing abilities: Maropost supplies an array of different ways you can test to make sure you are getting the best opens and CTR's you can.

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

• The Sales Department shouldn't promise the customer what support can't deliver on.
• They should also brush up on some ethics courses. It's appalling to me how they conduct business. Buyer beware.

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

Though relatively responsive, the responses were always utterly unhelpful and sometime not even relevant to the questions we asked. It quickly became apparent that it was outsourced copy/paste support.

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

Maropost is most closely related to iContact in that it's main purpose is to send e-mail. iContact is less expensive, but it inbox deliverability and open rate are less than half that of Maropost's. Also, Maropost has more automated list management features, which makes it more efficient. Maropost is a far better e-mail service provider than Infusionsoft, but it can't replace Infusionsoft. Infusionsoft's marketing automation capabilities are leaps and bounds ahead of Maropost. In our organization, we use both of these software side by side. Infusionsoft manages all of our marketing automation and Maropost is used for any e-mail blasts to our list.

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

• It took a while for sales to reach what it is, but the move to Maropost Sales Cloud definitely spiked our return.