Freshsuccess vs. Fin by Intercom vs. SnapEngage

Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.

Incentivized

FIN is great if you need someone to direct the customers based on their problems. You also have the option to use multiple languages if you have a worldwide customer base, so that's great. If you provide enough documentation to feed it, FIN can also solve tickets on its own, which enables your team to focus on other tasks. You can also have him handle conversations in other applications, such as Discord or Slack, and have them create ticket issues in JIRA if your team uses it.

Incentivized

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

• Love the accounts view to see all my accounts, their health and some helpful stats!
• The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
• In the account, you can link to other documentation, which is great!

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

• 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

• Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
• Automatically triggered emails based on certain usage.

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 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

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

The core experience is solid but the key friction across our team is that there are so many new features for improving Fin are being launched. Content improvements, guidance settings, recommendations, trends, and monitors are each useful in isolation, but they sit across separate areas of the platform with no clear starting point. The recurring feedback from my team is that it is hard to know where to focus. A consolidated "Improve Fin" section could really improve the experience, the ideal option would be a training page where our team could improve Fin in one place, ideally by answering questions and Fin would then be able to add those details in the right place, where it's creating new guidance or building procedures. I feel that would make uptake a lot quicker.

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

I have never needed to contact them for support.

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

I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.

Incentivized

Although we have not utilised a specific chat box like Fin before in other websites, we have used ChatGPT and Claude within our general work. Our Product and Engineering team make use of Devin within Azure Dev Ops to support with their work. However, Fin is the most suitable for what our Support Team requires as this can be integrated into our chat with customers.

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

• Visibility - We can now see in one place the many dimensions of customer health
• Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
• Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time

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

• 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