Freshdesk (a product of Freshworks Inc.) is a customer service solution with enterprise capability. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into the Freshdesk Command Center so agents are ready to resolve. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights.…
$18
per month per user
Heyflow
Score 8.3 out of 10
N/A
Heyflow is a no-code platform to build, design and integrate clickflows, headquartered in Hamburg. They state their belief that user interaction is the most important activity on the web. And they believe that clickflows are the best way to achieve great interactions. They aim to empower businesses to convert more traffic with clickflows.
$135
per quarter
Fin by Intercom
Score 8.8 out of 10
N/A
Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.
$0.99
one-time fee per outcome
Pricing
Freshdesk
Heyflow
Fin by Intercom
Editions & Modules
Growth
$18
per month per agent
Pro
$59
per month per agent
Enterprise
$95
per month per agent
Starter
$45
per month (billed quarterly)
Growth
$119
per month (billed quarterly)
Scale
$289
per month (billed quarterly)
Enterprise
from $1100
per month (billed annually)
Fin with your current helpdesk
$0.99
one-time fee per outcome
Copilot add-on
$35
per month per user
Pro
$99
per month For analysis of 1,000 conversations
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin outcome
per month per seat
Offerings
Pricing Offerings
Freshdesk
Heyflow
Fin by Intercom
Free Trial
Yes
Yes
Yes
Free/Freemium Version
Yes
No
No
Premium Consulting/Integration Services
Yes
Yes
No
Entry-level Setup Fee
No setup fee
No setup fee
No setup fee
Additional Details
—
Discount available for annual subscription as well as for start ups.
Fin comes with a 90-day money-back guarantee. Here's how it works:
Intercom states that users who sign up for the Fin Guarantee Success Program and do not achieve at least a resolution rate of 65% will be paid $1M. This program is designed for high volume customers.
Eligibility criteria:
High volume customers (over 250k monthly conversions) in North America and Europe. Intercom states that phase one of this program will admit customers on Intercom Helpdesk or Zendesk.
We use Intercom for 70% of our inbound, its a great tool that has many inbuilt and easy to use out the box features like their knowledge base, live chat, tool tips, product tours etc. We primarily use freshdesk for the customers that want to use our email to raise issues etc
Both Intercom and Drift are comparable in terms of their abilities. Although Intercom came into the market first, Drift has done well to keep up with Intercom's updates and offer similar services of its own. Intercom edges out Drift in terms of its abilities and wealth of …
The product tours in the Intercom were the reason for picking Intercom over Zendesk and Freshdesk. We are an end-to-end solution, almost an enterprise product - and that needs a bit of user training. We also keep releasing new features. It is not possible to train users in all …
Intercom sweeps the floor with Drift. Drift feel poorly made, less polished, and barely focused on customer support. Intercom is the exact opposite of this.
Freshdesk & Zendesk both offered a better experience for tickets in my opinion. Tickets on Intercom being mixed in with …
Odoo was, in my opinion, terrible - a jack of all trades and master of none, which is why all teams in the business moved away to bespoke software. Freshdesk - an easier and more organisable way of creating and managing tickets. Although Intercom now has tickets, we're still …
As explained previously, most of these platforms were focused on tickets, most reports only work with tickets, there is no way to postpone a service without turning it into a ticket, and since our response time target is a maximum of 2 minutes, these platforms were unable to …
Intercom as a tool is well suited to manage our key metrics with the help of its reports. We have evaluated a lot of tools but Intercom remains the best in terms of report. It helps us maintain OKR's for the support team and track whenever needed. FinAI also has the reporting …
All tools that we used in the past, have a lot of problems on the chat app, our the syncing data between integrations, Intercom has too, but is very less than others.
We evaluated a number of products before choosing to move forward with Intercom. No contest, Intercom provided us with the level of tools and support we needed to serve our own customers well. We've been with the company for 3 years now and are sticking around for the …
Compared to most of the competitive market, Intercom seems to be the most human/personable approach to customer success, customer service, and technical support. The alternatives are primarily built on an archaic approach - "take a ticket and wait in line" - that we worried …
I believe Freshdesk is well-suited for companies that manage multiple accounts, such as those in the Business Process Outsourcing industry. It has all the necessary capabilities, such as ticket management that uses omnichannel to receive ticket requests from service requests (managed internally) in the system, emails, etc. There are also several workflow automations that can be built within the platform/system. What is lacking is the API documentation, which limits the possibilities for further automations. Overall, it is a highly recommended tool for managing employee productivity and timeliness.
Heyflow is very well suited for creating landing pages or simple forms for recruiting employees. It's also excellent as an order form for generating leads. However, it's not suitable for surveys or appointment requests. Furthermore, it's very easy to use, even for users with no prior experience in this area.
Fin is great for using for first line support. We use Fin for conversations where customers have a standard question, and Fin is able to pull from our content to answer this accurately and go above and beyond to include some basic problem solving. This really helps us free up our Support Team's time for more complex queries. Fin isn't appropriate for us on technical issues or conversations which require human support. We've had to remove Fin from interacting on these conversations as customers were becoming frustrated with speaking to AI, or having Fin be unable to problem solve. However, this was easy to set up through Intercom, and now customers with complex questions/situations or bugs/technical issues do not engage with Fin and Fin only handles suitable conversations.
No prior experience with similar platforms is required to use Freshdesk. I found its interface to be quite intuitive, at least for the end user.
It's easy to connect with other platforms, so you can sync and manage data from other platforms because the integrations work correctly.
Freshdesk's technical support is quite responsive, with short and effective response times. They have easily handled my questions and issues.
It has tools for customizing automated chats, answering frequently asked questions before transferring to an agent. Its configuration is extensive and highly customizable.
Restricted webhook functionality, wed like to be able to map fields without having to post the full request and change the receiving webhook our end to cater to Heyflow
a/b testing, not being able to 'keep' older variants which we may want to retest later
little things like we only do uk market so all phone numbers start with 01 or 07 so we want to have a placeholder example thats familiar to the user eg 07766554433 but the system is restricted to +447766554433 which is a conversion factor for us
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.
New support agents can learn the system quickly, minimizing training time and maximizing productivity from day one. Agents are more willing to use a system that is simple, reducing resistance to change and ensuring all interactions are logged (a common problem with complex systems). The platform is known for being easy to set up and customize, allowing teams (especially smaller ones) to get started with minimal technical expertise.The platform makes it easy to set and monitor Service Level Agreements (SLAs), ensuring customers get timely responses and helping managers enforce performance standards.
Heyflow hat mich von Anfang an begeistert – und das nicht nur wegen der intuitiven Benutzeroberfläche. Die Plattform schafft es, komplexe Prozesse wie Leadgenerierung, Qualifizierung oder Terminvereinbarungen in einfache, interaktive und visuelle Erlebnisse zu verwandeln.
In wenigen Minuten lassen sich Flows erstellen, anpassen und live schalten – ohne auf Entwickler warten zu müssen.
Mit Features wie progressiver Datenerfassung, A/B-Testing, personalisierter Ansprache und reibungsloser UX steigern wir messbar die Conversion Rates. Ich kann CI-konforme, moderne und mobiloptimierte Flows gestalten, die genau zu der Zielgruppe passen. Für mich ist Heyflow nicht nur ein Tool, sondern ein echter Gamechanger im digitalen Marketing. Es verbindet Effizienz mit Kreativität – und das mit einem Wow-Effekt für Nutzer und Kund:innen
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.
Freshdesk is extremely easy to use as implemented it on our own with average technical skills. A lot of the options are straightforward and Freshdesk provides easy-to-understand explanations for some of the more complex-sounding ones. We recently onboarded new specialists and they were able to learn Freshdesk with minimal training.
Heyflow is very user-friendly and intuitive, especially for non-technical users. The drag-and-drop interface makes it easy to design and launch interactive flows quickly, and the real-time preview feature is a big plus. I’m giving it an eight because while it’s great for most standard use cases, there are some limitations in advanced logic, dynamic behavior, and custom styling that can require workarounds.
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
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
There have been no notable outages of HEyflow to date, not even in the past. If an outage is imminent, HEyflow will announce it in good time. If it occurs unexpectedly, SUpport will find a solution as quickly as possible. In some cases, a different server solution has been offered temporarily to minimize downtime. All in all, the response times of the support team are excellent.
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
Heyflow's performance is truly exemplary and fast. We have never had any performance issues, regardless of how many visuals or videos we used. Unfortunately, we cannot comment on integrations, as we do not use any except for a Meta Pixel. However, even this has not affected our performance so far.
Because I never worked with a company that responds so quickly to their customer! They are always fast at responding and very open to new ideas and quickly turning them around to include them in future releases. They walk us through when we need assistance and are very good at communicating. Overall top notch support
Heyflow's support is truly world-class. Whether via chat or email, you'll receive genuine help. If a problem can't be resolved immediately, they'll look into it and usually get back to you the next day. Their response time is generally very fast compared to other companies. It's also possible to book a free appointment at any time, during which a representative will contact you by phone to offer advice and assistance on how to improve your performance.
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.
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
Was a fairly quick implementation for us. However, we are only doing email integration and not some of the more complex integrations that are possible. One clarification on an earlier question. I selected that Freshdesk doesn't have a given feature, but this is not true. I selected this because there wasn't a selection for I don't use the feature. This is a weakness in the survey.
I had already used Heyflow at my previous company because I was familiar with it from a service provider. Therefore, it was an easy decision to implement Heyflow again. The implementation was very straightforward, just as planned. There were absolutely no problems, and it worked perfectly from the start. But that's precisely what makes Heyflow so great!
Compared to Crisp, Freshdesk offers much more organization and is just much more helpful when it comes to having more than one region/team. Not that Crisp is bad, but with Freshdesk, internal communication and collaboration are much easier, which was quite important for our team to grow.
Heyflow Vs. Typeform = Heyflow wins because of design flexibility as TF is very stuck in their typical classical look. Heyflow also comes with a plethora of more options to improve lead quality and has drop-off analytics as standard. Heyflow Vs. Growform = This one is tougher as I think Growform is very competitive with what you get value-wise like no charge for phone and email network validations against Twilio and Neverbounce API's. Also Growform comes with a much more generous submission count for their smaller tiers AND I'm not capped by the amount of forms.
We only used the free live chat version from HubSpot, so Intercom is yards better! If I were just comparing an actual live chat between the two tools, HubSpot was often clunky and delayed, and it was hard to find past conversation information
I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.
No, I wouldn't change any of Heyflow's terms and conditions or price. The price-performance ratio is simply impressive. I don't know of any other provider that offers a platform that allows you to start from scratch without any prior knowledge and gives you top-notch support at all times, helping you optimize your flows and get even more out of them.
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
The overall scalability is excellent in Heyflow. We have the ability to work across locations as a team without any limitations; it doesn't matter how many team members we have or how many customers we cover. The scalability and flexibility also allow us to serve our customers with the same account and thus cover different business segments when it comes to online forms.
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.
