Glance is a conferencing platform focused on customer engagement through visualization and collaboration.
$19
per month
Fin by Intercom
Score 8.6 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 1 resolution
Pricing
Glance
Fin by Intercom
Editions & Modules
Lite
$19.00
per month
Professional
$35.00
per month
Fin with your current helpdesk
$0.99
one-time fee per 1 resolution
Copilot add-on
$35
per month per user
The Early Stage program
$65
per month (6 support seats)
Proactive Support Plus add-on
$99
per month
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin resolution
per month per seat
Offerings
Pricing Offerings
Glance
Fin by Intercom
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
Fin comes with a 90-day money-back guarantee. Here's how it works:
Use Fin in at least 250 conversations within the first 90 days after trial. If you're not satisfied, you can request a refund of up to $1M. Refund requests must be submitted within 90 days of starting the subscription.
Glance is an ideal tool where the customer base is not very technologically savvy. We support farmers, so this demographic is known for being behind on the technological advances of their industry. We are primarily a call center. Glance has helped our new agents be better equipped from day one, which results in their onboarding time being much quicker since they are able to see common issues first-hand
It's great for a web-enabled tool, so there is immediate ability to give feedback or ask questions. It isn't as easy to set up a desktop application as it would require more coding experience. Some older users are skeptical of its abilities, and that it is taking away from customer service, but in our use, it enhances it - that is a tough barrier to breach.
While Fin by Intercom AI is great, I think it still struggles a little in giving nuanced answers. For example, we provide a custom product to customers, to the same question may have different answers for different customers. While I don't expect Fin by Intercom to know all nuances etc., Fin by Intercom often gives overly certain or in-flexible answers despite Fin by Intercom guidance etc added.
Letting conversations go to a teammate: There are times when Fin by Intercom simply keeps trying to answer the customer, even as they get more frustrated or Fin by Intercom is clearly going in loops. We have added guidance that improves it somewhat, but this still happens to an extent. At the end of the day, some queries just need a person, and I think Fin by Intercom should err on the side of caution in this case. No person is going to be unhappy to be offered to speak to a person if it's not needed. But they will get frustrated if it's not offered when needed.
Repeatable/reliable answers: This one is odd. So often, I have found that Fin by Intercom gives different answers to the same prompt or question, with no changes or updates to the content. This is frustrating as I can work hard one day trying to fine tune an answer Fin by Intercom will give (via content, guidance, and snippets), test the answer, and it is fine, then another test, it gives a different answer. It may be correct, but I don't understand why this happens.
Fin by Intercom knowledge sources: Sometimes the sources or information Fin by Intercom uses for an answer makes little to no sense. I have seen examples where Fin by Intercom has answered a query with a mainly unrelated source, where a help article which matches a lot of the keywords wasn't used or further down in the list. I feel like there needs to be better control/options in giving feedback to Fin by Intercom which articles or relevant to certain topics.
AI topics: Not purely Fin by Intercom AI, but AI topics, used in Fin by Intercom AI Analytics, could be better. I wish I could edit or amend them, as they're often a little vague or not useful on their own.
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.
It's very user-friendly and intuitive to use. We never get any comments from customers saying they don't understand how to use it or what is happening. However, we have had some issues where customers' previous conversation history was being wiped, and it was very difficult to tell if this was an Intercom issue or something on our side, so it took a lot of time to dig into.
Easy to get hold of and always very helpful. Having a support team dedicated to one product and one that will support all of your users (not just the admins) made it easy to implement in a small business.
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.
Glance, while lacking some features of its competitors, is easy to use and standalone. Support for this application is dedicated to it and you can get near immediate support. This was key given the demographic of our staff.
Fin definitely stacks up pretty much at the same level when it comes to leveraging the input data KB to address customer queries. However reporting flexibility is something missing compared to the two mentioned platforms. The categorization of issues is much easier and accurate making it further analysis less time intensive. Why we selected Finis a difficult question for me to answer as the above platforms are from my previous company and when I moved to my current role Fin was already in place.
Glance has reduced the amount of time an agent spends on a single call by nearly 30%. This reduction in time has helped us attend to more customers and more quickly.
The speed at which our agents picked up this tool speaks to the ease of use and integration of Glance.
Overall, this has helped our team managers train their teams on the product more efficiently.
