Fin by Intercom vs. Everest (Return Path + 250ok)

It's a far superior AI offering compared to other options on the market. The lack of Dev support needed in the setup and management is a huge bonus as well. intercom is clearly investing in Fin, and the constant development and opportunity to be Beta testers keep us ahead in the industry too.

Incentivized

Every new or established brand should be using Everest. It doesn't matter what you're trying to say in your emails—if they're not reaching the inbox, no one is listening or reading. Everest gives you the insight you need to understand your inbox placement, reputation and so much more.

• Ability identify the issue from limited information shared by the customer
• Clearly communicate the resolution leveraging the knowledgebase input
• The resolution by Fin is very detailed and calls out all the possible solutions to the problem helping the customer identify the right fix
• Fin is constantly learning from the past instances and leveraging into present and future issue resolution and thereby able to provide a good customer experience

Incentivized

• Individualized attention. They really dug in to understand our products and services.
• Easy-to-understand training and actionable items that you can sustain over a long period of time.
• They're embedded in our instance of Exact Target, so I'm able to review the entire email program and don't have to open up a separate tool to gather this information.

Incentivized

• I would like to see a report of the difference between chat and email reactions.
• When using Fin for email support, it can sometimes overrespond in email threads that involve multiple people. It may react to replies from other participants and send unnecessary responses. This also happens when colleagues are included in the email thread, causing Fin to keep replying to their messages as well.
• It’s not possible to remove Fin’s replies in individual email threads, which makes it difficult to stop the bot from responding when it’s no longer needed (unless you manually reply again).

Incentivized

• Some domain summary data inconsistent with seedlist detail
• UI feels a little dated
• Reporting options are limited
• As part of the SFMC integration, Return Path support issues and question go through Salesforce, not Return Path
• Inbox Preview rendering could be more robust and extensive
• Would like to see Dark Mode previewing rendering

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

We have two separate areas for using Return Path. Our web ecommerce area that is using only transactional emails and a marketing email program that is partnered on the backend with Return Path. I see Return Path continuing to be utilized with our marketing emails, but over time I see less need for our transactional emails to maintain Return Path components.

Incentivized

It's pretty simple to implement. Naturally, there are some processes that are complex, but it's a naturally complex task that it's trying to tackle, so that is understandable. Occasionally it's not clear if one should create a new snippet for a nuanced question vs a custom answer - and then the custom answers can be tough to train.

Incentivized

I find it fairly easy to use, though the interface is a bit clunky and I may be missing some revolutionary use because it's lost in the clutter.

Incentivized

always there

Incentivized

works perfect

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

Absolutely fantastic support. It runs circles around the competition. They regularly reach out and chat, even if it's just to see if there's any issues we need to discuss. They clearly want the business and don't forget you once you sign the contract which is an issue with other similar services.

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 joined my company after the implementation was nearly complete. We used the Return Path tool as we slowly increased our send volume in Marketing Cloud to monitor IP reputation and inbox placement.

Incentivized

FIN/Intercom has a much better UI and feels more integrated than Zendesk. The reporting is also much more straight forward - using something like Zendesk Explore is painful and feels like I'm using something 10 old. FIN also integrates better with other products, and we've been able to create custom apps/widgets using the Intercom Canvas app far quicker than we could with Zendesk.

Incentivized

Like I said before, Return Path is really the budget bundle. You get a lot of service for how much you pay. Since I am currently at an early stage startup, we could not afford Litmus, so having Return Path is crucial. The partnership with Salesforce also allowed us to get it at pretty low cost.

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

• It has helped identify inbox issues and thus helping our clients reach more inboxes.
• They have negatively impacted client relations on numerous occasions. They have reached out and told clients they are having issues or need certain products when they are already our clients and we are proving solutions for them.
• They provide solid customer support when you create a support ticket. They are usually very quick to respond and give you an answer.