Fin by Intercom vs. VWO Engage

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.

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If you have a large or small blog following/audience, this is an excellent tool to help keep readers engaged and on top of your new content releases. You can also utilize this product for automated DRIP campaigns that will, following a schedule you create, notify users at preset intervals to help nurture your leads or existing customers as part of your sales funnel. Even new bloggers with smaller audiences can utilize a tool like this to help generate more consistent web traffic to your content. I am averaging a +16% clickthrough rate regularly on my RSS to push notifications after just a few months of use.

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• 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

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• Easy-to-use admin system; even non-technical team members could understand what to do without training.
• Flexibility of configuration and visual previews of what the alert experience would be like made it easy explain options before implementation
• Segment system and API gave us enough control to serve notifications in the right language, which was important for our multi-lingual website

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• 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)

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• I can tell they are based somewhere on the other side of the world, so when it's middle of the day here in the USA, they aren't always very responsive.
• There have been a couple hiccups with billing issues that mainly stemmed from them not having an internal billing system, but had it outsourced to another company.

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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.

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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.

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always there

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works perfect

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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.

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Their support staff are experts who are beyond helpful! I needed support with a certificate issue, after migrating one of our sites from HTTP to HTTPS, They handled it and helped very effectively, absolutely loved the cooperation. They saved me a lot of time with guiding me over the issues and I didn't needed to search on forums and read technical documentation on my own.

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Easy to know the learning path

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

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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.

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• 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.

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• More return. In general the people who sign like the notifications and usually return.
• Organic growth. The list of subscribers increase over time, so is a well worth the investment.
• It's a bit expensive, so the ROI at the beginning is not the expected because the cost.

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Invited by TrustRadius (TR) on Vendor's Behalf

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