Freshchat vs. Fin by Intercom vs. SnapEngage

It is best suited for having 24-hour support, where customers can interact easily, even using their phones, to raise concerns or inquire about information. This makes it easier than going through the documents portal as a source of knowledge or sending emails for worries. However, it can be less appropriate for scenarios when you need more formal communication, like emails, and when proper documentation is necessary.

Incentivized

Fin is really good for answering simple and procedural questions, which we get a lot of because we see many first-time users who don't return. It's less appropriate the higher the stakes the issue is: though it's decent at teasing out details and nuance, if the user doesn't communicate clearly, there's a high risk that Fin will misunderstand their question and provide inaccurate information or instructions.

It helps business grow, if your business is more reliable on marketing or if your business is in starting stage implementing SnapEngage to your website will give a kick start to your business because it helps to get close with the customers which are in need with those quick questions and responses we are getting from customers using chat agent.

Incentivized

• Real time customer support. During busy times all our available agents can jump on and handle large volume of customer interactions.
• Automations and canned response features. With automation we can greet our customers the moment a chat gets assigned to an agent letting customers know they are being attended to similarly canned response helps us use templates for generic and commonly asked questions.
• Dashboards and analytics. Freshchat's ability to build customized dashboards and analyze performance in a granular level helps us monitor workload and manage performance effectively.

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

• Allows team members to see type in real-time before it is submitted. This enables us to gather information for responses in a more timely manner.
• We can see which of our team members are available, busy, or not-available.
• Ability to see some biographical information of chatters and to sync information with Salesforce.

Incentivized

• Freshchat is one of the best platforms, but still there are certain areas that require further improvement in order for the platform to become flawless.
• I feel that the automated system in Freshchat is comparatively slow and due to this, it does not respond well according to all the requirements.
• There are certain features in Freshchat which are not available for everyone and they can only be accessed by those who are paying the highest pricing tier.

Incentivized

• Being able to give Fin by Intercom explicit instructions on when to say or do something... guidance sometime works but not always
• Ability to set clear holiday hours so users know the team will not get back to them without having to change existing workflow/intro copy. When Fin by Intercom escalates during a holiday, it often shares the wrong "expected response time is"
• Being able to see last month's usage numbers would help us track plan utilization better

Incentivized

• The admin dashboard is the hardest to navigate of any tool I've ever used! THere are 7 tabs in the left-hand panel. Just within the one tab that reads "Settings" (there is a separate tab for "My Account", also Permissions?) there are 9 tabs at the top (which include names like "Agent Settings", "Integrations", "Design Studio", "Options", "Hub"), then at least another 8 tabs WITHIN those 9 tabs, giving you a total of 14 different pages of settings to search through, again, JUST in the Settings tab. What the heck?!
• Something as simple as notification settings are spread throughout the 14 different settings pages mentioned above. Rather than having one area where you can enter email addresses for notifications, I've had to search through the 14 pages and use Ctrl+F on multiple occasions to fully remove a user from all the notifications they received. This should be much simpler!

Incentivized

Freshchat has met all our expectations and more. It has allowed our team to be more efficient with their time, field questions quickly, and escalate issues up the chain. We highly recommend freshchat as the perfect addition to anyone already using freshdesk or simply looking for a good solution for in app messaging.

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 give SnapEngage a 9 due to how successful our company has been while using it. Unless prices were raised by an insane amount, I don't see us using a competing service.

Incentivized

I give it an 8 due to its usability. Yes, I had a few issues to begin with and needed some assistance from Freshchat agents, but considering this is something that is completely new to me, to set up what feels like a professional chat handling system complete with autobot within a day is really saying something I feel.

Incentivized

From an administration standpoint, Fin is very easy to set up, train, and test. Having the ability to impersonate a user in our system to see how Fin responds is huge. It lets you test several situations and throw curveballs at it (as customers will) without the risk of setting Fin live and wondering what will happen. It's also easy to fine-tune. Some chatbots you can never quite get right without spending hours on, but Fin usually takes a few minutes to dial it in. From a customer standpoint, Fin couldn't be easier to engage with. We tell customers up front it's an AI bot and they're wow'd with the experience

Incentivized

Freshchat has always been available when I needed to use it.

Incentivized

always there

Incentivized

Freshchat always loads quickly and communication is quickly sent and received.

Incentivized

works perfect

Incentivized

The experience we had in past for lets say 4-5 months with the support team and our TAM was really helpful. The changes in the bot flow has helped our bot to ensure we connect with customer easily.

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

I have never needed to contact them for support.

Incentivized

Easy to know the learning path

Incentivized

I hope to show new users data because this can save a lot of time

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

Incentivized

Messaging across mediums - Freshchat integrates with majority of mainstream instant messaging apps. Like Facebook messenger, Telegram and WhatsApp . This makes it convenient for us to have a presence on the above-mentioned platforms and respond to messages from these platforms from a single Freshchat dashboard.its good app Freshdesk Messaging help me to contact the customer and contact the customer to inform my problem to solve it and is a good app and help full app and its easy to use uncomplicated and Freshdesk Helps me provide good quality to the customer and make customer feedback good for a company

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

We actually demo'ed LiveChat and LivePerson and besides SnapEngage having a better UI and ease of use, the support from their team was worlds and away above the rest. They let us run an extended demo, gave us constant support, and made sure we felt comfortable before we went live with the system.

Incentivized

Did not help with the purchase

Incentivized

We only implemented the product in 1 way so I cant speak to this.

Incentivized

Did not use

Incentivized

• From the positive effect of working on it, it helps employees to speed up their thinking and writing.
• One of the positive effects of our clients is that their problems are solved easily and quickly.
• Each employee knows how many of his chats have been resolved.
• There is no negative effect in general.

• 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

• It has allowed us to provide more service with a much smaller team than our phone team.
• It provides us with data helpful to not only ourselves, but our marketing team as well.
• It's customizable so it allows us to create and update our platforms immediately when needed.

Incentivized