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 1 resolution
Oracle Marketing
Score 7.2 out of 10
N/A
Oracle CX Marketing (formerly Oracle Marketing Cloud) is a solution designed to enable marketers to plan and execute automated marketing campaigns via email, display search, video advertising, and mobile while delivering a personalized customer experience for their prospects.
$2,000
per month
Pricing
Fin by Intercom
Oracle Marketing
Editions & Modules
Fin with your current helpdesk
$0.99
one-time fee per 1 resolution
Copilot add-on
$35
per month per user
The Early Stage program
$65
per month (6 support seats)
Proactive Support Plus add-on
$99
per month
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin resolution
per month per seat
No answers on this topic
Offerings
Pricing Offerings
Fin by Intercom
Oracle Marketing
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
Fin comes with a 90-day money-back guarantee. Here's how it works:
Use Fin in at least 250 conversations within the first 90 days after trial. If you're not satisfied, you can request a refund. Refund requests must be submitted within 90 days of starting the subscription.
We started using Intercom five years ago, and it is probably the best decision we made. It is without a doubt the best investment in our startup journey. It is rock solid, with constant innovation and product improvements. We are a fully remote team, and it helps keep all the customer conversations and interactions in one place. So, we can seamlessly collaborate and ensure that nothing drops.
A duration of one and a half years is enough for us to recognize the capabilities of a tool and in my opinion, this one is just a great tool to manage marketing campaigns of even massive-sized firms. Its marketing automation tool and its way of managing campaign and the way it executes digital initiatives is enough to get an inkling of its abilities. Less favorable for the people who want to have something at a cheap price and are more dependent on the reports as its reports have nothing much in detail.
Great UI - everyone has their own inbox but can still see all incoming messages.
Fin AI - we love the AI functionality, it saves tons of time of the team.
Automated emails - we configured Intercom in a way that it uses a lot of information we have about our users (e.g. their subscription, date of upgrade, etc.) so that we can use it to automate communication.
There was a report of active chats per hour that helped us a lot to organize the team schedule, understand hours of greatest flow, nowadays there is only this report for new chats, but if we have chats that started at other times but were not closed, it ends up giving a false impression that the service was empty at a certain time.
Not being able to group users by platform, only by API, we have a small team and having to send a developer to do this all the time is unthinkable.
Unable to determine what is a lead and a user based on our criteria, today Intercom assumes that just because a user exists on our platform then they are a customer, but this is not true for us, as our platform allows free trials, so this function of separating leads and users is completely useless for us.
When we create a user manually, I either have to provide an email or manually provide an ID, since nowadays you have integration with WhatsApp, so I often register a user with just a name and phone number. So the tool should allow me to consider the phone number as an ID as well, or at least generate an ID automatically for me, as it does when we receive a conversation via WhatsApp started by a customer who was not previously registered in the tool.
The attendant can record audio directly through the Intercom, it has been integrated with WhatsApp for some time, and until today we need to use other platforms to record a simple audio that is so common when using WhatsApp.
Sometimes the attendant is busy and the customer sends an audio message on WhatsApp. It would be nice to be able to transcribe the customer's audio message as an internal note to help the attendant be more agile.
The AI marks many calls as resolved even though the agent has taken over the conversation, just because the customer hasn't clicked on anything, but that doesn't make sense, most customers don't bother to respond to the AI, sometimes they don't even remember to respond to us, I understand that if there are more than 2 messages sent by our agent after the AI's response, it should already be considered that the AI didn't resolve the service.
In cases of users with many companies, it should be possible to send via API the information about which company the customer is logged into at the time of the conversation. Nowadays, we have to ask the customer which company they are talking to because all of them appear on the Intercom and we cannot know which one they want support from.
Being able to place hierarchy in tags, today we use tags to categorize conversations and there is a hierarchical level in this classification, for example: Usability > Fiscal > Rejection, but as there is no way to define hierarchy, we cannot do analysis by tags through the platform, we have to do the part in Excel
Being able to make calls to other countries like Brazil
Report of customers and users who call the most by period, today I can even get a list of customers who haven't called for a long time, but customers who call support a lot is also very relevant information and I don't have it on the platform.
Tinha um relatório de chats ativos por hora que nos ajudava muito a organizar escala de time, entender horas de maior fluxo, hoje em dia só tem esse relatório para novos chats, mas se temos chats que começaram em outros horários mas não foram encerrados, acaba dando uma falsa impressaão que o atendimento estava vazio em determinado momento
Não poder agrupar usuários pela plataforma, somente por API, temos uma equipe pequena e ter que toda hora passar um desenvolvedor pra fazer isso é impensável
Não poder determinar o que é lead e usuário mediante nossos critérios, hoje o Intercom assume que só porque um usuário existe na nossa plataforma então é um cliente, mas isso não é verdade pra nós, pois nossa plataforma permite testes gratuitos, sendo assim essa função de separação de lead e usuário pra gente é completamente inútil
Quando criamos um usuário manualmente ou tenho que informar e-mail ou informar manualmente um ID, sendo que hoje em dia vocês tem integração com o whatsapp então muitas vezes vou cadastrar um usuário só com nome e número de telefone, então a ferramenta deveria me permitir considerar o telefone como ID também ou no mínimo gerar um ID automaticamente pra mim como faz quando recebemos uma conversa pelo whatsapp começada por um cliente que não estava previamente cadastrado na ferramenta
O atendente poder gravar áudio diretamente pelo Intercom, já tem integração com o whatsapp a tempos, e até hoje precisamos usar outras plataformas pra gravar um simples áudio que é tão corriqueiro no uso do whatsapp
As vezes o atendente está ocupado e o cliente manda um áudio no whatsapp seria bacana poder transcrever o audio do cliente como uma nota interna pra ajudar o atendente a ter mais agilidade
A IA marca muitos chamados como resolvidos mesmo o atendente tendo assumido a conversa, só pelo cliente não ter clicado em nada, só que isso não faz sentido, a maior parte dos clientes não se preocupa em responder a IA, as vezes não lembra nem de responder a gente, entendo que se tiver mais de 2 mensagens enviadas pelo nosso agente após o atendimento da IA, já deveria contar que a mesma não resolveu o atendimento.
Em casos de usuários com muitas empresas, deveria ser possível enviarmos por API a informação de em qual empresa o cliente está logado na hora da conversa, hoje em dia temos que perguntar para o cliente de qual empresa ele está falando pois no Intercom aparecem todas e não conseguimos saber pra qual ele quer atendimento
Ter como colocar hierarquia nas tags, hoje usamos tegs para categorizar conversas e tem um nivel hierarquico nessa classificação, exemplo: Usabilidade > Fiscal > Rejeição, mas como não tem como definir hierarquia, não temos como fazer analises por tags pela plataforma, temos que fazer a parte no excel
Ter como fazer ligações por outros países como o Brasil
Relatório de clientes e usuários que mais chamam por período, hoje até consigo pegar uyma lista de clientes que não chamam a muito tempo, mas clientes que acionam demais o suporte também é uma informação muito relevante e não tenho pela plataforma
Integration options outside of auto-syncs. I am currently having an issue trying to find an adapter to use with Eloqua to API into our data warehouse but keep the functionality on the Eloqua side.
To provide more transparency and visual details of the syncs (integrations of outside data) from any other system that is feeding Eloqua, like what is being updated or changed, better explanations of errors, drill down to newly created records.
Custom Objects - Need to have a way to create CDOs outside of just form submissions and uploading of lists, like if you needed to import a file nightly to feed that CDO data but automate the import and make sure it maps to a contact record.
Import of data from a file on SFTP - There is no way to filter or create logic to control what is being fed into Eloqua. Currently, that manipulation has to be done by the IT side first. Less flexibility.
Better auditing capabilities within the canvas. meaning, sometimes if something is changed or not working the problem may not necessarily show up in immediately, the pattern could take a while to present itself. For example, the feeders into the program. If there is a problem, I don't know that maybe contacts are not entering the program until we do reporting that month and realize there was a lull of contacts going through. Then we have a whole month of missed records or other potential data issues. When you get do large and your Eloqua machine is very robust, the harder it is to see everything
Be able to add more than 250 custom contact records. That definitely inhibits my organization in how we need to use that record.
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.
We have been able to automate so many marketing processes with Eloqua over the past 5 years that the only direction would be to adopt the latest and greatest features Eloqua adds. The alternative would be to go back to the marketing stone-age and start over again. And we would rather move forward with increased automation and efficiency.
I'm giving it an eight since certain items are self-explanatory and intuitive, depending on where you are in the suite. In contrast, other features, such as copying/duplicating workflows, are not prominent (nor available). I have worked with different platforms, such as Sprinklr, Engagor, and Zendesk, and given my experience, I know my way around these quite well. I love Intercom, but there is room for improvement.
Personally, I find it quite easy to use. But for those members of our team who have little or no testing experience, it's been a bit more difficult. There's also training required for development teams in order to have your campaigns coded and set up in the most efficient way. Our developers have been able to do basic and intermediate tests with no difficulty, and they find the interface itself quite intuitive... it's just the extremely complex tests that require a bit more understanding.
There are occasional complaints about slowness to refresh a screen or build a report. However, this is as much a factor of network access speeds as the system itself, since often the complaints occur when someone is accessing on a wireless network.
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.
We found that we often were telling support people how the system worked. Because we were on E9 that created a lot of support issues as well since few people on the support team seemed to know how E9 worked. That was mostly okay except when we had major system issues (like SSO preventing us from logging in after an update), it became really hard to get answers that weren't vague. It was always the issues that had the highest visibility within the organization (like with Sales) that seemed to take forever to resolve and didn't have a clear escalation path. When Oracle switched Eloqua over to the Oracle support portal it just got worse
They offer very basic classes which are required for master certification.
After having been through it, I would not consider anyone with a master certification any more qualified, unlike Salesforce.com certification which is a more difficult thing to acquire. For example, one of the classes towards certification was around social media. I would have expected examples of how to incorporate into campaigns in the product, with a demo and hands-on test. Instead, it was a powerpoint slideshow that went on way too long and covered really basic stuff like “what is Facebook, what is Twitter”
Ok, so, this sounds like it could be horrible because it was all remote, but we loved it... the Adobe training environment was easy to use, and the trainers were engaging. It was simple to switch back and forth between the meeting and the hands-on exercises in their training instances. We took the fundamentals training early in our implementation-- before the consultants came onsite-- and I know this made a big difference in our implementation, because we were able to ask informed questions throughout
I give it a 10 because the only issue we had was a result of not following the guidance we were given. Maxymiser provided a customized implementation guide for each site where we were adding the code. On our site implementations when we followed that guide to the letter, it was extremely fast and easy and has worked very well.
Odoo was, in my opinion, terrible - a jack of all trades and master of none, which is why all teams in the business moved away to bespoke software. Freshdesk - an easier and more organisable way of creating and managing tickets. Although Intercom now has tickets, we're still using Freshdesk due to ease of use after 5 years, and our development team is also using it, so more cross-team collaboration happens there.
It was quite complex to generate segments with Adobe analytics and I wasn’t personally satisfied with the overall performance of Adobe Analytics and wasn’t enough flexible in any way. So we decided to switch to something else better than Adobe Analytics and is available in the market at a cheap rate and we ended up doing our research for the most suitable tool at Oracle Infinity and we don’t regret our decision.
Eloqua is definitely good for larger companies that have 100,000+ contacts and complex marketing workflows and data. Personalization is fairly robust with Eloqua for larger campaigns with smart content and features. Scaling across channels is also seamless - as the platform has great options for non-email channels like SMS, Direct Mail, Chat, etc.
Intercom has allowed Frayt to improve customer satisfaction by ensuring any active issues are addressed immediately to ensure effective service for their needs.
Has decreased the time for response when addressing contractors due to the ability to reach out through various means to individuals.
Has increased visibility for specific issues to multiple team members for things to be addressed appropriately.
We are able to use it to help our clients scale through testing
We have been able to measure the impact of our events and sales events so we can determine which events to continue in the future and determine future investment
Launch a new brand out of Eloqua and measure awareness
