Hiver vs. Fin by Intercom

One scenario where Hiver works really well is in a shared support or billing inbox or anywhere multiple team members need access to the same messages. For example, when a customer emails about a billing question, we used to reply and manually loop in the billing team or forward the message. That often caused confusion, especially when someone forgot to “reply all” or responded only to the teammate instead of the customer.Now with Hiver, we just assign the conversation to the billing inbox, and whoever is available can respond. Everyone on the team can see the thread, status, and notes, which avoids duplicated efforts and missed replies. We also used to rely on Google Groups, but it wasn’t clear if someone had already replied, and there was no easy way to collaborate behind the scenes. Hiver completely solved that for us.As for situations where Hiver might be less ideal, I’d say if your team isn’t using Gmail or Google Workspace, then it’s probably not a good fit. It’s really designed for teams that live in Gmail so the team doesn't have to learn a new system. I'm sure some businesses will require a more robust ticketing solution but for our use case, this was a perfect option to improve outcomes, client service, and satisfaction.

Incentivized

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.

• automation through rules
• tagging emails, anaylics behind them
• support, chat always responds right away

Incentivized

• Answering simply queries that can be gotten from information in our help articles - powering self-serve for our customers.
• Helping us triage and analyse customer queries by understanding key custom attributed of a conversation and key data points to help us route customers to the right team.
• Through automation, helping our teammate be more quick and efficient in resolution times and SLAs.

Incentivized

• It could be considered expensive, but ultimately worth every penny for those who use shared inboxes/groups to run their business.

Incentivized

• If I can see that our Fin involvement/resolution rate has increased in one week, it would be great to see the theme of conversations it's resolving, rather than having to dig around to see why there was an increase.
• Sometimes the hand-over functionality doesn't work as well as it could, and often Fin errs on the side of resolving the conversation (which I understand because we're charged per resolution), but this can be frustrating to have to sift through and dig these customers back out.

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

Easy to use

The usability of Fin by Intercom is intuitive and easy to use. When I used it for the first time, it didn’t take me long to understand how the platform works and how to set things up. It also provided helpful guidance, and there is a Fin bot that you can use to learn more about the platform and ask questions.

Incentivized

always there

Incentivized

works perfect

Incentivized

Support is there, can be slow at times.

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

True ticketing solutions are certainly more robust in that you can typically manage social media channels and phones, etc. But, in my opinion, when you don't have a team solely responsible for managing a ticketing system they can be complicated to implement. With HIVER, we're already all accustomed to managing our own G-Suite inbox, so it was simply a matter of teaching the team how to utilize the solution.

Incentivized

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.

Incentivized

• The ROI on showing how many emails are being received and addressed in a timely manner are great for KPIs
• the ability to search and ensure emails are not being deleted as an automatic report is sent out the following day saying if any emails were deleted by whom
• the ability to automate who gets assigned what emails from specific vendors per entity

Incentivized

• We've achieved around a 50% resolution rate (and growing) with Fin by Intercom
• Our customers have a near instant response time when chatting with Fin by Intercom
• We've been able to use Fin by Intercom for a 100% AI driven approach for a subset of our users

Incentivized