Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.
$0.99
one-time fee per 1 resolution
Groove by OptimizeCX
Score6.7 out of 10
N/A
Groove by OptimizeCX is a shared inbox for small and mid-sized SaaS teams. It’s presented as a help desk built for speed and not complexity, and is designed to help manage customer conversations across channels.
$87
per quarter per user
Pricing
Fin by Intercom
Groove by OptimizeCX
Editions & Modules
Fin with your current helpdesk
$0.99
one-time fee per 1 resolution
Copilot add-on
$35
per month per user
The Early Stage program
$65
per month (6 support seats)
Proactive Support Plus add-on
$99
per month
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin resolution
per month per seat
Standard
$29
per month (billed quarterly) per user
Plus
$45
per month (billed quarterly) per user
Pro
$70
per month (billed quarterly) per user
Offerings
Pricing Offerings
Fin by Intercom
Groove by OptimizeCX
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Fin comes with a 90-day money-back guarantee. Here's how it works:
Use Fin in at least 250 conversations within the first 90 days after trial. If you're not satisfied, you can request a refund of up to $1M. Refund requests must be submitted within 90 days of starting the subscription.
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More Pricing Information
Community Pulse
Fin by Intercom
Groove by OptimizeCX
Considered Both Products
Intercom
Verified User
Chose Fin by Intercom
We selected Intercom because at the time, it was the only tool available that offered inbox functionality, help docs, and campaign features all in one product. We stayed with them for so long, despite the convoluted and expensive pricing, because it would have been equally …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Fin by Intercom
There are so many more features Intercom offers compared to Groove, such as product tours and chat support. It's also much easier to navigate compared to Groove. There are still similar features like email support and frequently asked questions articles. However, you can …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Customer Success Manager in Customer Service at VividCortex (Computer Software, 11-50 employees)
Chose Fin by Intercom
Currently Intercom focusses on in-app messaging with a couple of add-ons such as a knowledge base. The core functionality is very good and provides an easy to use in application help service. The other systems mentioned are mostly ticketing based support, which whilst great for …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Groove is great for people who are wanting to provide accountability and organization for teams across your business. It is suited well for an organization that has many email requests coming in every day, because you can assign tickets to specific team members. It would not be suited for an organization that utilizes more phone support, than email support
Answer easy questions based off of the knowledgebase I provided
It's decent with redirecting customers who aren't satisfied to a human agent (me)
I like how it quotes the article that it is using to the customer, I'm not sure how often they're actually clicking on that article, but it's nice that the option is there
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Creates Tickets when someone emails in or you can create a ticket within the groove system.
They have great reports on response times and the average amount of time it took for a ticket to close. You can even see individuals average response times as well as specific teams.
We use their Knowledge Base which is a great tool for creating FAQ and sending people to that.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Customizing Fin by Intercom's escalation paths could be easier (ex. if there are some inquiries we don't want passed to the human team)
Reporting on conversations handled to completion by Fin by Intercom (not just those that are marked as "resolved")
It would be helpful to be able to indicate to Fin by Intercom when an answer is wrong, or train it on things that it shouldn't do (not only what it should do)
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It's incredibly useful. You're honestly a little silly if you don't because it can handle simple conversations very easily and more in-depth conversations if you're willing to put in the work. It's great both as a customer success representative (with the AI agent) and as a higher-level customer success reporter.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I'm giving them a 3 for the really great support they gave for general questions. They also have a good knowledge base. I'm giving them only a 3 though because of my last customer service when I need a billing resolution. I was very disappointed in how they handled that. I also find it very bad practice to send out ONE email notice that they were raising my rate three times as much at the end of the month. When I was with Desk.com, I had numerous emails over months letting me know their billing plans were changing. Even worse than refusing to refund me the difference was that they just stopped responding to me.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I used Zendesk briefly but found it difficult to navigate — I often couldn’t tell what was going on or how to simply reply to a ticket. In contrast, Intercom is much more intuitive and user-friendly. Its clean interface and support for multiple communication formats like emails, posts, and banners make client communication clear and efficient.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We also use Trello for project management. I have used both systems and we like Groove because it allows for our clients to contact us via email. They do not have to go to a ticket submission page, they can just email us directly and it will create a ticket. Groove also provides analytics on how long it takes to respond to tickets
Since we implemented Fin AI in February, we have been able to support customer queries during non-business hours. This is a game changer. Fin has brought down response times and is also extremely capable of handling complex queries from our customers. We have seen closure rates go down by 24-30 hours, which is quite phenomenal.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
