Help.com vs. Fin by Intercom

Help.com is well suited for companies with sales and support departments who have the employee size to manage and respond to visitors chatting. I think a less appropriate scenario would be a company that does not have the employee size to manage the inbound chats as it makes it less valuable if you cannot interact quickly.

Incentivized

Want to give your customers a personalized coach and trainer? FIN is the way to go! Want a way to automate processes? FIN is amazing. Want to get rid of the annoying chat bubbles and automation workflows? FIN does it all in natural language without breaking a sweat.

Incentivized

• User interface is clean and easy to navigate
• Helpful support
• Accurately captures information from the person you are chatting with

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

• Download chat transcripts easier
• More pre-set responses
• Canned responses

Incentivized

• Sometimes Fin can provide incorrect information when using previous conversations as a source; this is one of the few downsides, as teammates can sometimes make mistakes.
• We also sometimes see that Fin does not pass to a human as quickly as we would like, but this could also be a training improvement our business needs to implement.

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

Some things are not as intuitive as they could be, and the system allows many double entries and the mixing of names and companies without helping to avoid these pitfalls. It is hard to remember where all the different features are located, and workflows are difficult to set up. I would like more guidance as to issues and how to resolve them in the system.

Incentivized

always there

Incentivized

works perfect

Incentivized

Help.com is easy to use, easy to train new employees to use, very helpful to clients and prospects, helps us generate revenue, resolve customer issues, and maintain a happy customer base. Being available at the convenience of your clients and prospects is necessary and Help.com helps make this possible without a struggle.

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

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

Help.com stacks up against competitors with their pricing, interface, features and support. I have used similar products in the past but Help.com is by far the best solution. I highly encourage you to use Help.com for your business and see for yourself why they are the best option for you.

Incentivized

I think Fin by Intercom stacks up well for the specific niche of using AI to provide customer support and business uses. The other AI products I've used are more general LLMs which, while great, would be a struggle to use/build to provide the same experience. That said, as it is good in this niche, Fin by Intercom does have that natural limitation against being used more wildly as an AI product. E.g. while it's getting better, it struggles with understanding images, and would be much better if it could use conversation memory to provide better/more useful and contextual responses. But overall, it does well with what it needs to do.

Incentivized

• Positive with inbound sales prospects
• Positive with current client sales
• Positive with customer support SLA

Incentivized

• With Fin, we achieved higher customer satisfaction and faster response times.
• It saves time for our support team, allowing them to focus on more complex questions or issues.
• It provides the opportunity for support staff to work at a more strategic level.

Incentivized