Fin vs. zigihub

A prospect lands on my site to ask about building profile sizes, wind/snow ratings, installation timelines, or warranty coverage.
What Fin does well is deliver instant, consistent answers, pull from approved specs and positioning, and keep the conversation moving without human involvement.

Incentivized

1. It helps automate your marketing campaigns - send emails, does automated follow-up, creates leads directly into the CRM
2. Helps you track the performance of your marketing campaign
3. Its a cost-effective tool
4. Their integration with salesforce and Hubspot is missing, will require you to do it manually
5. Their email editor is quite basic with many must-have designing features missing

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

• The platform navigation is very smooth.
• Easily switch from CRM to Marketing Automation tool
• I like the featured when the leads goes directly into CRM if you have run the email campaign from the tool or anyone had subscribed to the blogs.

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.

• The email editor tool is very basic
• You cannot templatize your outreach with out-of-the-box designing
• Integrations with Salesforce and Hubspot is missing

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

The platform is overall clear and intuitive. As with any new platform, there's a learning curve, but that wasn't an issue for our team (and it shouldn't be an issue for others). Fin options are scattered across several submenus, and I'd like them grouped together, but I also like having all those training-related tabs open at all times, so it's not much of a real issue for me.

1. Has a lot of scope for improvement in terms of email editor and lead management
2. Out-of-the-box reporting features should also be made available
3. Should provide integration with other software
4. The user experience could be improved
5. The tool can be made a little faster to operate
6. Workflows, land page, and form options can be improved

Incentivized

always there

Incentivized

works perfect

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

The customer support team is active and reverts promptly to support requirements. However, most of the requirements takes a lot of time to get fixed.

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

There are so many AI platforms available, and you could theoretically build a system using the available AI API's from any of the big platforms. However, I dont think it's as easy as this. Intercom is deliberately built for customer service, the features they are releasing a based on providing the best customer experience. If we were to build this ourselves or to use another platform we would be taking on the upkeep, using Fin is just much simpler as it's also our chosen ticketing platform so anything that Fin is not able to answer yet and escalated directly to our team with no extra effort required from our side.

Incentivized

Great powerful tool and it's in the budget of our company and can perform all the tasks compared to others.

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

• We just started using the tool. So far we are using it for initial purpose but looking at the platform it looks pretty good.

Incentivized