Fin by Intercom vs. Saleshandy

Fin works best for handling routine questions like account issues, billing inquiries, onboarding guidance, and linking users to relevant help center articles, providing fast, consistent support without human intervention. It’s less suited for super complex troubleshooting, more sensitive complaints centered around billing, or highly personalized requests and product feedback that require human judgment and deeper product knowledge.

Incentivized

My first time contacting SalesHandy the person in live chat answered all of my questions and understood me. I was very happy. The second time the person didn't understand me at all. That's when I became aware this wasn't an American company. I asked for the same person I got the first time and we started e-mailing, but he clearly didn't read what I wrote on two occasions, so he wasn't addressing my questions. This started to waste my time and frustrate me. Then the e-mails stopped coming and I had to keep e-mailing again trying to get a response, until they finally stopped altogether. I was literally just about to sign up for a paid account when this all happened. I told them I was going to go to their competition, and they didn't care, they just ignored me.

• Serves as the first point of interaction.
• Answers questions based on the knowledge base.
• Tries to suggest a solution for reported issues (in some cases).
• Gives the option to improve its answer.
• Learns from other conversations and replies by humans.
• Understands other languages.
• Interprets images (somewhat).

Incentivized

• The email drip campaign execution is simple to use and allows emails to be sent in 60-90seconds intervals which is very important when sending a big number of emails.
• They have a very easy to understand customization fields that allow the user to view each individual email before sending to check for any potential errors.
• Good integration of templates into the campaign set-up field with just a few clicks. Don't need to copy and paste.

Incentivized

• Sometimes Fin can provide incorrect information when using previous conversations as a source; this is one of the few downsides, as teammates can sometimes make mistakes.
• We also sometimes see that Fin does not pass to a human as quickly as we would like, but this could also be a training improvement our business needs to implement.

Incentivized

• I am missing SalesHandy's integration with Box. Screen sharing and live presentation process can be made easier.

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

The Intercom plattform is amazingly well and this allows us to use FIN to its fullest potential. You have various ways of customizing your agent (from name, voice, guidance, escalation rules) and you have various built-in ways of understanding your performance and where you can improve (optimizer, topic explorer, etc.). And of course you can use FIN to ask questions about FIN! And FIN from Intercom is very well trained on itself, helping with most setup questions easily.

Incentivized

I assume (I still can't be 100% sure) that if they had cared about my business, it would have worked for what I needed it to do, which was track open e-mails and clicked links.

always there

Incentivized

works perfect

Incentivized

Due to me using the software for very long and their terrible customer service, this is why I rated them low. I did notice that when sending e-mails it does take a while for the e-mail to go through, but then the e-mail hits the inbox very quickly. Also, their site and live chat did have problems. I mentioned this to them and they eventually fixed the live chat, but then they ignored the site issues I had which is when I opened two tabs, one tab would show one thing, and the other tab an entirely different thing within my account. It was very confusing and wasted my time trying to figure out if what I had done actually saved.

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

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

We used it a few years ago, and it was not as feature-rich for our needs. It lacked true AI capabilities, was hard for users to understand, and created workaround issues. The internal ticket system was difficult to use and led to many missed issues and calls.

Incentivized

I'm now searching for an alternative to SalesHandy

• Greater customer satisfaction: Implementing Fin by Intercom AI and Intercom in general has definitely improved our CSATs from our customers. We are now consistently getting high 90s (in percentage) from our CSATs, both for Fin by Intercom and teammates. So yes, our customers are really happy with how Intercom is working.
• Reduced speed and responses: Since implementing Fin by Intercom AI and Intercom, our speed and resolution has increased massively. Resolution times have gone from days to hours with Fin by Intercom AI included. And now, with AI, customers are getting instant answers around the clock, rather than having to wait for a person.
• New role opportunities: Fin by Intercom AI have lead to many new roles created, including mine. Which has expanded overtime.

Incentivized

• Lead generation increased
• Sales Engagement saves a lot time