Fin by Intercom vs. Singlewire InformaCast

The only experience I have with Fin is supporting T1 SaaS. I've never tried to hook Fin up to external tools for T2 support, nor used in another industry. But that said, Fin is ALWAYS my recommendation for anyone looking for the best T1 SaaS chatbot on the market. Fin gives quality answers, not robotic answers. I've heard from several of my users that they enjoy our chatbot. I mean, when you get CSAT comments giving kudos to the AI bot, who the customer KNOWS is AI? That's a win. I even had a COO email me directly asking what tech we were using because they were that impressed with Fin. I was a Zendesk diehard before switching to Intercom, and Fin is the biggest reason I'll never go back.

Incentivized

The product is very user-friendly and Singewlire is constantly updating its features so that the consumer is able to utilize the service to its fullest potential. Our organization has used the product for the past 3 years and has been satisfied with how effortlessly it works in our environment. It allowed us to reduce the cost of using other products [Mass notification of employees and 911 call aware primarily] that we were previously using Singlewire offered it all together.

• 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

• Mass deployment.
• User friendly.

• Being able to give Fin by Intercom explicit instructions on when to say or do something... guidance sometime works but not always
• Ability to set clear holiday hours so users know the team will not get back to them without having to change existing workflow/intro copy. When Fin by Intercom escalates during a holiday, it often shares the wrong "expected response time is"
• Being able to see last month's usage numbers would help us track plan utilization better

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

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

always there

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

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

• 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.

Incentivized

• Text message limits.