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 outcome
LogMeIn Resolve
Score 8.9 out of 10
N/A
LogMeIn Resolve is an IT management and support solution designed to help organizations take control of their IT infrastructure. The platform combines features like remote monitoring, access, and support with tools such as ticketing, AI-assisted task automation, and patch management.
$29
per month
Olark
Score 10.0 out of 10
N/A
Olark is a website live chat tool for engaging website visitors while they browse. It can be used to to track leads, drive sales, provide support.
$15
per month
Pricing
Fin by Intercom
LogMeIn Resolve
Olark
Editions & Modules
Fin with your current helpdesk
$0.99
one-time fee per outcome
Copilot add-on
$35
per month per user
Pro
$99
per month For analysis of 1,000 conversations
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin outcome
per month per seat
Remote Access
$29
per month
Remote Support Plus
$55
per month
Standard Endpoint Management
$70
per month
Premium Endpoint Management
$78
per month
Premium
Contact Sales
Self Service
$19.00
Per Agent Per Month
Offerings
Pricing Offerings
Fin by Intercom
LogMeIn Resolve
Olark
Free Trial
Yes
Yes
Yes
Free/Freemium Version
No
Yes
No
Premium Consulting/Integration Services
No
No
No
Entry-level Setup Fee
No setup fee
No setup fee
No setup fee
Additional Details
Fin comes with a 90-day money-back guarantee. Here's how it works:
Intercom states that users who sign up for the Fin Guarantee Success Program and do not achieve at least a resolution rate of 65% will be paid $1M. This program is designed for high volume customers.
Eligibility criteria:
High volume customers (over 250k monthly conversions) in North America and Europe. Intercom states that phase one of this program will admit customers on Intercom Helpdesk or Zendesk.
Discount available for annual pricing. MDM is available as a standalone or as an add-on. Additional endpoints and agents and save up to 20%
Totango: great segmentation and tracking. Very difficult learning curve. Literally over a year to build.
Salesforce: Garbage. I have always stood by this. Idiots love Salesforce because they think it's smart. It's not. It's just confusing. There is nothing Salesforce does that …
Intercom was easier to use and more seamless with their features. There was a lot more we could do with Intercom right out of the gate so we chose it over the other software we were trying. We've been with Intercom for around 7 years now and are still happy with it.
We evaluated a number of products before choosing to move forward with Intercom. No contest, Intercom provided us with the level of tools and support we needed to serve our own customers well. We've been with the company for 3 years now and are sticking around for the …
Founder and Growth Hacker at Big Red's Equipment Sales
Chose Fin by Intercom
Intercom and Drift have a lot of similarities- beautiful UI, engaging customer experience with bot functionality, but Intercom has been priced more reasonably, and has better integrations. Intercom support has also been fantastic to work with.
Intercom was selected before I started, and I'm so glad it was. It's a clear leader in customer communication with an effortless interface. It has the same key features as LiveChat (tagging, canned responses or templates) but it's easier to use and is less stressful for …
Fin is great for using for first line support. We use Fin for conversations where customers have a standard question, and Fin is able to pull from our content to answer this accurately and go above and beyond to include some basic problem solving. This really helps us free up our Support Team's time for more complex queries. Fin isn't appropriate for us on technical issues or conversations which require human support. We've had to remove Fin from interacting on these conversations as customers were becoming frustrated with speaking to AI, or having Fin be unable to problem solve. However, this was easy to set up through Intercom, and now customers with complex questions/situations or bugs/technical issues do not engage with Fin and Fin only handles suitable conversations.
LogMeIn Resolve has been useful in supporting users working on-site or remotely, and with the unattended agent, allows for a quick and easy way to start a support session. With the integrated Help Desk system, LogMeIn Resolve allows for a seamless support experience without having to bounce from a ticketing platform to a remote support platform, giving us the ability to reduce ticket sprawl and save time overall.
Olark chat is easy to set up and use. You can have more than one user logged in to monitor the chat on different computers. This makes a fast response time more likely. Although you have to be sure to keep your volume up on the computer so you hear the sound letting you know there's a chat waiting. I like that you can see the customers path through the website and you can put clickable links while you are in a chat to guide the customer to a product or a help page. Plus you can see if they actually went there. This makes it easier to upsell
Allows easy, comprehensive access to Apple products via web-based applet. (It does require customer input and cooperation.)
It allows me to resolve issues remotely, most times within minutes instead of hours, without a physical location visit.
It allows the customer to view my activity, giving them peace of mind that nothing untoward occurs during my interaction. I also use the record feature so all sessions are recorded, especially on rare occasions when there is an issue or question from the session.
Olark is user friendly for both sides of the CHAT conversation. If you are initiating the chat, or the one receiving the chat, it is extremely easy to follow and use. There are many different levels of computer use comprehension and Olark is for every level.
Olark has reporting features to allow you to check the quality of your employees chat abilities as well as their productivity. It provides feedback for the employee themselves to also see how they are doing and take any suggestions the customer may leave for them regarding their chat experience.
Olark is very affordable and offers you the option, at a low cost, to look bigger and more professional that you even are. We were a smaller company and has the chat option with Olark and now have grown tremendously and STILL have the Olark chat option. Olark allowed us to grow and provide professionalism to our customers .
The Olark program allows you to set up quick responses to keep your customer from waiting, and to allow your employees to not have to retype the same response over and over. It is a great program that the employees really enjoy as well. It reminds you if you forgot to log out when you left your desk and provides your customer a quick note giving them the option to send the chat as an email inquiry instead, so you don't miss a thing.
It seems some users really struggle to figure out how to escalate to a human (especially through email).
Not excited about how "soft" resolutions still count as resolutions and are paid for. Though some abandoned cases appear to be able to be concluded as "the user got the answer they needed", there are others where they clearly didn't, because they just open up another chat (or even more), trying to get more info. This pads the resolution stats and makes it seem more effective than it actually is.
Cost -- Fin is quite expensive. It helps us with scaling coverage, but we're not really saving money.
The user interface is clunky and difficult to use in terms of CRITICAL functions that lie at the core of any remote access solution.
ctrl + key combos are currently terribly implemented and difficult to use - since this is one of the most common keys used in Windows - this presents MASSIVE usability issues that impede my workflow all day every single day.
And now - in a recent development - SHIFT + key combos are currently terribly implemented and difficult to use - since this is one of the most common keys used in Windows - this presents MASSIVE usability issues that impede my workflow all day every single day.
Things like frequently used key combos and shortcuts should work the same via remote access solutions as they do on a hardware keyboard. Anything else is an annoyance and an impediment to workflow and productivity.
Not really an area of improvement for Olark specifically, but I will offer that it is incredibly important to keep in mind your company's "shopping hours" or peak traffic times (there is a Reports feature on the software that allows you to analyze peak traffic times).
Transcript history can be a little tricky - if you're searching for a specific past conversation, sometimes you may get multiple search results and have to sift through them until you find exactly what you're looking for.
I'd also offer that you will occasionally come across folks that are on your site to cyberbully or say nonsensical things. While there isn't an absolute fullproof way to deal with this, Olark does offer a nice "block" feature to disregard any unwanted conversations.
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.
I would say yes, we would definitely renew, everyone likes it in the IT dept, and there are more features we have yet to put to use. I am expanding the Windows update / Endpoint features as I get time, and the remote PowerShell console is unbeatable for me at present when facing remote computers that are not letting create a new remote PSSession.
To be honest, renewal decisions are not currently within my power. Hypothetically speaking, I'm very comfortable with the platform, have used it daily for nearly a year, and would see no reason to switch to anything else. The small criticisms I had are not significant enough to deter me from using Olark. It's a user friendly, effective tool for our department.
From an administration standpoint, Fin is very easy to set up, train, and test. Having the ability to impersonate a user in our system to see how Fin responds is huge. It lets you test several situations and throw curveballs at it (as customers will) without the risk of setting Fin live and wondering what will happen. It's also easy to fine-tune. Some chatbots you can never quite get right without spending hours on, but Fin usually takes a few minutes to dial it in. From a customer standpoint, Fin couldn't be easier to engage with. We tell customers up front it's an AI bot and they're wow'd with the experience
We were able to get up and running quickly after our initial implementation, and the monthly feature update webinars are a great way to keep up with new features and how we can use them to our benefit. We can also request features we would like to see in the future, and can vote on other users’ submittals.
Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.
If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.
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.
Ive used their tech support a handful of times, and each time they have been able to help me sort out any hiccups or kinks that arise. They have a resourceful knowledge base, and have experts available for training and troubleshooting. I often recommend them to my other coworkers and colleagues because of the ease of use and security
Our organization does not have any complaints about Olark's Support. Anytime we reached out to them for assistance, we received a prompt, helpful reply! As mentioned previously, we used Olark fairly basically so we didn't have too much need to work with their support team other than a few general questions here and there. They were always pleasant to work with.
GoToAssist SeeIt was very easy to implement. As long as your techs have a basic understanding of most remote support tools they will be able to understand this product easily.
We only used the free live chat version from HubSpot, so Intercom is yards better! If I were just comparing an actual live chat between the two tools, HubSpot was often clunky and delayed, and it was hard to find past conversation information
Go to offer all-in-one functionalities without compromising organizational security and policy. Go-to is versatile compared to other systems like JIRA and is suitable for medium organizations. It has all the support options required. Like web meetings, conversational ticketing, etc., other software does not offer the combination of all, like video calls.
Olark has an easier implementation process and has better functionality such as the ability to send commands through the platform to either create a ticket in your CRM or push an opportunity to salesforce; you're even able to 'push' the end user to a web page. Implementing their SDK is a snap as well.
New role opportunities — Using the “Fin-first” approach has reduced the workload for our Tier 1 team, giving them more time to focus on their own career growth. It’s also opened the door to a dedicated, AI-focused role, where a team member regularly reviews Fin’s answers and makes updates to help it perform even better.
Enabling Fin has also reduced our response time and allowed us to meet SLA's.
LogMeIn Resolve has increased productivity for our support teams with the addition of camera share. Not only are we able to remote into workstations, but with camera share we can utilize end user and customer phones to visually see physical setups to troubleshoot some situations on the fly.
Unattended support now requires the agent to enter in a signature key as an extra layer of security before accessing a device, which further improves the safety of all devices registered for unattended.
