Fin vs. Planhat

I can't think of anything off the top of my head regarding less appropriate. However, this product is very customizable. I think with some improvement in reporting it could be better, however, I would recommend due to these types of things. I love the knowledge base and creating those help centers. I would say that it is fairly easy to set up, but once you set it up, not really knowing all the things, it's hard to go back and change, so it would be nice to have an overall idea of guidance prior to the original setup that can just be improved over time.

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For someone working in the Customer Success team, Planhat is a must-have software. All your client-level data can be easily managed, stored, and reviewed at any point in time by Planhat. It also helps the management and the leadership team better see each account and its usage. It also helps in identifying potentially risky customers and taking the required actions to engage and retain the account. It also gets integrated easily with other meeting recording tools wherein the summary from the tool gets easily synced with Planhat

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• The AI agent can answer our users' questions accurately based on the information available in our Help Center.
• Ability to set up workflows and procedures helps our team automate repetitive tasks.
• The inbox layout is clean and easy to navigate, and we can set views to suit our preferences.

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• Reporting - you can set up filters with boolean criteria to give you insight into everything you need to know.
• Playbooks - these are very good for less-experienced CSM's who need a step-by-step guide on how to deal with different stages of the customer lifecycle. More experienced CSM's may not need the playbooks.
• Usage data for customers - there's a wide range of charts in Planhat that tell the story of client consumption.

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• I wish I could pull reports on the conversations that have been closed.
• I wish I could tag fin categories in addition to our live help desk conversations so I can get a good read on the types of questions users are asking.

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• Allow for cc'ing of AEs or others within the same organization from the messaging center. When I went to send a message from within Planhat, I had to manually type out the AE's email address every time if I wanted them cc'd.
• The fonts were funky if I went to add text into an existing email template. For example, if I added in an extra sentence or paragraph, in Outlook on the recipient's end, the font was different despite looking the same within Planhat. Gmail was all consistent, Outlook was showing a different font.

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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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Intuitive is a very accurate descriptor. Features do not seem to be hidden by poor UI. Things are usually where you would expect them to be, and the UI has been designed to make it pleasant to work within the platform. The platform also scales really well. Both small and large organizations can achieve a great return on investment by using it.

It takes a while to learn Planhat even for experienced users. It has limitations in terms of what data you can present where, but its important to set internal guides outside Planhat as well so everybody working collaborative. But as CSM Planhat is a great- and critical tool which I use daily to optimise my work schedule and customer interaction with various topics.

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always there

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Fin is super quick and top notch.

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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.

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The support team couldn't be better. They are quick to respond, very helpful, and thorough. Our CS manager was always happy to schedule calls to go through specific feature queries and she ensured we had a smooth and quick setup.

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

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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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Fin far surpasses these other options in platform features and capabilities. Fin allows for side-by-side use by both the Marketing and Support teams, while none of the other similar products did that well. Most platforms are designed for one or the other, not both.

I was not the person involved in choosing Planhat, but it seems to me that Planhat is much better suited to an account management style role, whereas Hubspot is closer to a sales CRM instead. In my position, Planhat is better suited as it is more graphical, more flexible, and easier to find information on.

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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

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• 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.

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• Planhat has, for the first time, given us a 360-degree view of all our customers and access to all the different types of communication we have with them across different departments and functions.
• The ability to automate workflows, tasks, and assign playbooks to the various phases of our customer lifecycle has aligned all our departments.