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
Twilio SendGrid
Score 7.7 out of 10
N/A
Twilio SendGrid Marketing Campaigns provides users with segmentation, campaign editing, and deliverability. According to the vendor, Twilio SendGrid Marketing Campaigns is trusted by over 80,000 customers globally, including Airbnb, Spotify and Uber. Twilio SendGrid Marketing Campaigns aims to help users by providing: MORE EFFICIENT EMAIL BUILDING The campaign building process is free from frustrating, rigid step-by-step wizards that slow users down. The vendor says…
$15
per month
Pricing
Fin by Intercom
Twilio SendGrid
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
Basic
$15
per month
Advanced
$60
per month
Free
Free
Offerings
Pricing Offerings
Fin by Intercom
Twilio SendGrid
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
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. 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.
Twilio SendGrid is well suited for those organizations who need to send mass emails very often to their prospects and customers and thus may be wary of a reliable tool that can do that without affecting domain reputation. It may be less suited for organizations which do not have say more than 10,000 target prospects and thus may rely only on 1:few ABM for sending emails.
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.
Managing email lists / audiences is easy with features like groups and segments.
They provide pre-built email templates that are very easy to modify. It is also super easy to create new email templates with their drag-and-drop email builder.
Provides clear / easy-to-read analytics of email campaigns.
I can easily import large email contact lists all at once or add a user manually one-at-a-time, when needed.
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
Not necessarily their Email API but their email in general - they are currently in beta for automated email sequences but are still bare bones. Much more work is needed before it can be used mainstream and be able to convert everything to SendGrid.
Helping with warming up our dedicated IP for the best-sending score.
We seem to hit the promotions folder a decent amount (maybe the IP problem above) and even a lot of their emails hit my spam or promotions folder (whether they be transactional or marketing) which isn't a great sign when trusting an ESP.
Transactional email sequences would be a huge plus.
Now that Twilio owns SenGrid, having an integrated platform where you could see all our transactional emails together.
Better reporting and split reporting between transactional and marketing emails.
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'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.
It has the potential to be really cool. However, it feels as if it was created by developers for developers (and I work with developers, yet even for me the instrument was somewhat not easy to use - just read SendGrid's help manuals...) However, if you are into data and your way of thinking is more mathematical rather than lyrical, you'll enjoy this instrument
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.
Twilio SendGrid Email API is everything we want it to be, and we have no reason to look for any other solution. Features and pricing match exactly what we need. As developers for SaaS products, Twilio SendGrid Email API provides a great service. I hope that they stay this way and don't inflate the service with too many marketing oriented features, because there are other tools for that and Twilio SendGrid Email API is a API for sending email first and foremost.
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.
Sendgrid has a lot of features that other providers have and a few more - like the dynamic template builder, which AWS SES doesn't have. We choose the provider based on the scenario of use and the provider we're using. If we're going to be making regular changes to a template, then we'd go with Sendgrid, as the changes will be easier to make and don't necessarily require developer intervention.
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.
