Fin by Intercom vs. Kayako

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

When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.

Incentivized

• 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

• Gives a very good report on an individual level of what is being done for a customer or corporate issue.
• Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
• Nice dashboard view.

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

• Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
• Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
• Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.

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 are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
• Our team's processes are now heavily ingrained in the system
• We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect

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 did not come from an IT background and I picked this program up quickly

Incentivized

always there

Incentivized

They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.

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

• We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
• Mostly we used their Online KB and step by step instructions to get all of our issues resolved.

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

Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.

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

We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.

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

• Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
• Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.

Incentivized