Capacity vs. Fin by Intercom

If looking for a platform for both one-on-one and mass texting, Textel allows for both while also providing an easy to use interface. Analytics are robust enough to suit most needs of an organization and customer service has been excellent so far.

Incentivized

Fin by Intercom is well-suited for handling basic questions, especially for smaller teams that don’t have the time or resources to fully train it. That said, it’s easy to see how much more powerful Fin could be with proper guidance, training, and well-developed content in place.

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

• Setting up workflows are not easy to do and have some limited scope
• Making repeated suggestions should be easier to contain
• It would be great if it could identify other tickets that may have similar issues or identify Linear or Jira tickets that may be relevant
• Prevent service agents from making duplicate customers of the same name or even close misspelled names - it makes for very dirty data
• Make suggestions for tagging conversations to rely less on the agents to do clean up

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

I think Intercom and Fin by Intercom AI is pretty intuitive and user-friendly. I think, touching on already mentioned topics, that Fin by Intercom AI could be a little more intuitive in conversations especially when allowing customers to be routed to a person. Also, have to be honest, the search features (e.g. Inbox searches) and reports could be made more intuitive. Also, while I appreciate how fast Intercom changes, I have found that sometimes options or feature just move or change without warning. This can make things a little confusing if you get used to a particular way of working or using a feature.

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

The only other texting platform we've used was Eltropy, and although Eltropy was very good as well, Textel provided more of the features we felt we needed to offer the best customer experience.

Incentivized

We initially used Dixa Mim Bot, which is a far inferior chatbot and AI system. It felt like they were behind the curve compared to Intercom, with slow progress and little investment in the future of the Bot. It was very basic in its capabilities and needed more Dev support to manage.

Incentivized

• With Fin, we achieved higher customer satisfaction and faster response times.
• It saves time for our support team, allowing them to focus on more complex questions or issues.
• It provides the opportunity for support staff to work at a more strategic level.

Incentivized