Amplemarket vs. Fin by Intercom

I found Amplemarket to be extremely useful for being able to do everything in the one place. You don't have to switch across platforms. From identifying your total available market to the indivuals in any target company. Certainly excellent where you have a desire to keep things simple. It may lack in some areas where a very high level of sofistication is required (like super relevent personalized messaging - for this you may want a platfrom dedicated just for that research) But in terms of a great overall easy to use platrom for outbound - it's great.

Incentivized

Fin works best for handling routine questions like account issues, billing inquiries, onboarding guidance, and linking users to relevant help center articles, providing fast, consistent support without human intervention. It’s less suited for super complex troubleshooting, more sensitive complaints centered around billing, or highly personalized requests and product feedback that require human judgment and deeper product knowledge.

Incentivized

• It has a system that directly connects and relates the results.
• It is a system of algorithms and mathematical formulas that manages to relate a large amount of customer data.

Incentivized

• Serves as the first point of interaction.
• Answers questions based on the knowledge base.
• Tries to suggest a solution for reported issues (in some cases).
• Gives the option to improve its answer.
• Learns from other conversations and replies by humans.
• Understands other languages.
• Interprets images (somewhat).

Incentivized

• when it's picking the companies or the ICP, sometimes it's wrong
• with the automated sequences, sometimes they are not as good as we expected

Incentivized

• Sometimes Fin can provide incorrect information when using previous conversations as a source; this is one of the few downsides, as teammates can sometimes make mistakes.
• We also sometimes see that Fin does not pass to a human as quickly as we would like, but this could also be a training improvement our business needs to implement.

Incentivized

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.

Incentivized

very easy to use. Customer success team extremely helpful.

Incentivized

The Intercom plattform is amazingly well and this allows us to use FIN to its fullest potential. You have various ways of customizing your agent (from name, voice, guidance, escalation rules) and you have various built-in ways of understanding your performance and where you can improve (optimizer, topic explorer, etc.). And of course you can use FIN to ask questions about FIN! And FIN from Intercom is very well trained on itself, helping with most setup questions easily.

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

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

Different reasons but the main two are accuracy of data for my market and the ease of being all in one place and easy to use.

Incentivized

We used it a few years ago, and it was not as feature-rich for our needs. It lacked true AI capabilities, was hard for users to understand, and created workaround issues. The internal ticket system was difficult to use and led to many missed issues and calls.

Incentivized

• Easy to track activity and create reports
• Intuitive, easy for new reps
• More conversations = more revenue

Incentivized

• Greater customer satisfaction: Implementing Fin by Intercom AI and Intercom in general has definitely improved our CSATs from our customers. We are now consistently getting high 90s (in percentage) from our CSATs, both for Fin by Intercom and teammates. So yes, our customers are really happy with how Intercom is working.
• Reduced speed and responses: Since implementing Fin by Intercom AI and Intercom, our speed and resolution has increased massively. Resolution times have gone from days to hours with Fin by Intercom AI included. And now, with AI, customers are getting instant answers around the clock, rather than having to wait for a person.
• New role opportunities: Fin by Intercom AI have lead to many new roles created, including mine. Which has expanded overtime.

Incentivized