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
PagerDuty
Score 8.6 out of 10
N/A
PagerDuty is an IT alert and incident management application from the company of the same name in San Francisco.
$25
per month per user
Pricing
Fin by Intercom
PagerDuty
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
Professional
$25
per month per user
Business
$49
per month per user
Enterprise
Contact Sales
Offerings
Pricing Offerings
Fin by Intercom
PagerDuty
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
No setup fee
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 of up to $1M. Refund requests must be submitted within 90 days of starting the subscription.
It's good with the simple stuff, but our product still heavily relies on real human support for more technical questions. And sometimes the customer doesn't know their question is technical enough to need human support, and goes off of the incorrect AI answer so I need to jump in to help asap.... and still get charged
I think PagerDuty works great for medical practices. I have used other platforms through other companies, and PagerDuty is by far the best platform. It is because of the different features it has to communicate to other staff members how the call is being handled. It is easy to learn how to use.
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.
Some things are repetitive. Ex: If you provide guidance to ask a follow-up question, it'll ask that follow-up question each time.
It'd be cool to have a "vibe" check for auto-sorting. Ex: We have responses to our outreach feed into Intercom. It'd be cool to have a way to auto-sort based on if they ask a detailed question or just a plain "interested" response.
It'd be cool if Fin by Intercom flagged conversations, like it a customer seemed agitated, for the team to review.
When getting a phone call, PagerDuty doesn't seem to allow acknowledgments of alerts through the phone, which it says it does. I constantly receive a message that it was updated by another person - when in reality, it wasn't.
Smarter notifications. If an alert was snoozed for a time, when it comes back, it sends out another alert. It should, I think, send a message asking if the alert is still an issue and give the option to close.
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.
It takes a bit of getting used to. It's easy to start off with simple pieces of answering queries, etc. The real part is when one tries to use workflows with triggers and automation. Then, it can be a whole different experience. I would love to see it being much simpler in terms of usability there.
The UI is more complex than I would like. Part of the challenge is that most users use PagerDuty infrequently; I don't remember how I changed a policy last time. Another part of the challenge is that some users expect alerting to be a trivial feature, and are reluctant to invest any time in reading the documentation.
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.
PagerDuty is reliable and easy to set up. It gives an effective way to notify the team about critical incidents which results in a faster turnaround time on issues. users can customize their alerts rules based on their preferences. Overall it's effective and easy to use which adds great business value.
As explained previously, most of these platforms were focused on tickets, most reports only work with tickets, there is no way to postpone a service without turning it into a ticket, and since our response time target is a maximum of 2 minutes, these platforms were unable to give us the agility we need. Another point is the stability that left something to be desired. Como explicado anteriormente a maior parte dessa prataformas eram focadas em ticket, a maioria dos relatórios só funcionam com tickets, não tem como postergar um atendimento sem transformar em um ticket, e como nossa meta de tempo de resposta é de no máximo 2 minutos, então essas plataformas não conseguiam nos dar essa agilidade que precisamos, outro ponto também é a estabilidade que deixaavam a desejar
I have not use the 2 technologies for as long as I have used PagerDuty but in my opinion PagerDuty makes things a lot easier. The other tools got the job done and got alerts out but PagerDuty just seemed to make the setup for on-call alert schedules and integrations easier than the others. This isn't to say the others are difficult, just that PagerDuty was slightly better. I also have noticed that more tools have options to integrate to PagerDuty over the other tools.
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.
![Screenshot of Similar Incidents [Apple iPad], Open Incidents [iPhone 8], On-Call Schedule Menu [Apple Watch])](https://media.trustradius.com/product-screenshots/kf/M5/L6SIK3HGD31M.png)
