Desk.com (discontinued) vs. Fin

Once I had to search the logs to find cases and data on a particular keyword, but I was not able to do so as there was no search tool available, nor was there a sort or filter tool. I was totally frustrated as I had to skim through the data to complete my task manually.

Incentivized

Fin is well-suited to most use cases as long as it is trained accordingly. With a robust, well-designed knowledge base, Fin can extrapolate information from help articles and provide detailed instructions to an end user without simply sending a link to the article without context. In my experience, Fin is best suited to standard support requests. As the product becomes more complex and product types change, Fin seems less successful at accurately supporting those requests. It is best to maintain Fin's knowledge sources continuously.

• Desk.com automatically tracks analytics on all cases coming in and going out.
• Desk.com helps prevent multiple people from working on the same case. However, it does allow us to assign the case to someone else if we feel that person is more qualified to address the case.
• Desk.com has very few bugs or server issues that we've seen. This helps prevent any delays in communicating with our customers.

Incentivized

• It is very easy to train
• It does a great job of recommending answers when little context is given.
• I love the ability to create a snippet to address issues in the moment or in the long term, based on FAQs.

Incentivized

• Internal knowledge tools are clunky and annoying to access, outside the regular workflow of everyday staff
• Arbitrary and confusing limitations in business rules and custom fields
• Arbitrary and confusing limitations in case handling - for example, if you begin a case as a phone call you CANNOT email the customer from the case. As though no one working at Desk has ever sent a follow-up email...?
• Not very good for B2B, mid-to-large businesses. Difficult to set business rules based on company information (for example, service level/tier) and nearly impossible to track key stakeholders and get clear insight into the relationship at a high level
• Reporting tools are clunky, slow, and just all-around pretty useless

Incentivized

• It seems some users really struggle to figure out how to escalate to a human (especially through email).
• Not excited about how "soft" resolutions still count as resolutions and are paid for. Though some abandoned cases appear to be able to be concluded as "the user got the answer they needed", there are others where they clearly didn't, because they just open up another chat (or even more), trying to get more info. This pads the resolution stats and makes it seem more effective than it actually is.
• Cost -- Fin is quite expensive. It helps us with scaling coverage, but we're not really saving money.

We will be very likely to renew our contract with Desk.com. It is easy to use, and provides us with everything we need to keep our customers and employees happy. They have also been very helpful in catering the application to our specific and unique needs, including working across brands and adding specific content for our products

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

Desk.com and Salesforce Service Cloud's usability is seamless to get up and running, administer, and scale across the organization. It allows us to get up and running in days rather than weeks and has transformed our customer support teams globally into efficient, world-class teams. The best practices that the Salesforce and Desk.com teams provide are also very valuable, as we have the right case studies and tips to implement right away in our organization.

Incentivized

Much improved and improving feature set, but overall navigation of the interface and platform is cumbersome. While it's worthwhile to continue building out new functionality and features, there should be some effort to make overall usage more intuitive. Becoming an admin requires either months of daily usage or more complex training.

We've never had a problem with Desk.com's availability.

always there

Incentivized

Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.

Fin is super quick and top notch.

Incentivized

Their support leaves much to be desired. They do not respond quickly and do not follow up with feature requests. There is also a lack of on-demand or live training available for the teams to use as they learn a new tool. Because there is so much customization, a lot of questions do come up regularly.

Incentivized

I can get help by asking Fin questions about itself. It answers accurately, citing its own Help Center resources with visuals. It can reason and dialogue well. But when it comes to getting human support for Fin, it is not as quick. It can sometimes take a few days. They are polite and well-meaning. Some things aren't their fault (product limitations), but there was one occasion where something took a long time to resolve with lots of back and forth but it was I who found out the error in the end that they missed, so they didn't really help resolve it.

Incentivized

It was great. We were able to walk through step by step and get our questions answered along the way.

Incentivized

As I stated earlier, implementation of Desk.com went more smoothly than most. The resources in the "Support Center" are fantastic, and I never ran into anything that left me stumped, angry, or disappointed.

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

Incentivized

Overall, it performs a lot better than all three combined, with a lot fewer glitches and a lot more user-friendly and user experience efficiency. Any new link that needs to be done, takes a lot less time to execute on desk compared to the three others. Simply advanced when it comes to execution this platform is.

Incentivized

Our previous support platform didn't offer an AI agent (they used it internally for their own tickets, but there were delays with shipping it to their users, i.e., us, so we migrated to Intercom). Our colleagues from different brands within our own company demoed a different chat-only tool, but it looked much less impressive than what Fin offered, so we haven't considered it either.

The product is very scalable and has helped us scale our user base and onboard 10x the users in just one month. We couldn't have done it without Fin

Incentivized

• Better customer service and employee efficiency when dealing with cases
• It's so universal, meaning that everyone can use it and it's easy to understand.
• The only negative impact is that our IT department who is assigned tickets has responded to customers instead of to the local reps and we have to ensure they know to change the email if it's assigned to them.

Incentivized

• New role opportunities — Using the “Fin-first” approach has reduced the workload for our Tier 1 team, giving them more time to focus on their own career growth. It’s also opened the door to a dedicated, AI-focused role, where a team member regularly reviews Fin’s answers and makes updates to help it perform even better.
• Enabling Fin has also reduced our response time and allowed us to meet SLA's.

Incentivized