Fin by Intercom vs. VWO Engage

FIN is great if you need someone to direct the customers based on their problems. You also have the option to use multiple languages if you have a worldwide customer base, so that's great. If you provide enough documentation to feed it, FIN can also solve tickets on its own, which enables your team to focus on other tasks. You can also have him handle conversations in other applications, such as Discord or Slack, and have them create ticket issues in JIRA if your team uses it.

Incentivized

If you have a large or small blog following/audience, this is an excellent tool to help keep readers engaged and on top of your new content releases. You can also utilize this product for automated DRIP campaigns that will, following a schedule you create, notify users at preset intervals to help nurture your leads or existing customers as part of your sales funnel. Even new bloggers with smaller audiences can utilize a tool like this to help generate more consistent web traffic to your content. I am averaging a +16% clickthrough rate regularly on my RSS to push notifications after just a few months of use.

Incentivized

• It is very easy to train
• It does a great job of recommending answers when little context is given.
• I love the ability to create a snippet to address issues in the moment or in the long term, based on FAQs.

Incentivized

• Easy-to-use admin system; even non-technical team members could understand what to do without training.
• Flexibility of configuration and visual previews of what the alert experience would be like made it easy explain options before implementation
• Segment system and API gave us enough control to serve notifications in the right language, which was important for our multi-lingual website

Incentivized

• It seems some users really struggle to figure out how to escalate to a human (especially through email).
• Not excited about how "soft" resolutions still count as resolutions and are paid for. Though some abandoned cases appear to be able to be concluded as "the user got the answer they needed", there are others where they clearly didn't, because they just open up another chat (or even more), trying to get more info. This pads the resolution stats and makes it seem more effective than it actually is.
• Cost -- Fin is quite expensive. It helps us with scaling coverage, but we're not really saving money.

• I can tell they are based somewhere on the other side of the world, so when it's middle of the day here in the USA, they aren't always very responsive.
• There have been a couple hiccups with billing issues that mainly stemmed from them not having an internal billing system, but had it outsourced to another company.

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 core experience is solid but the key friction across our team is that there are so many new features for improving Fin are being launched. Content improvements, guidance settings, recommendations, trends, and monitors are each useful in isolation, but they sit across separate areas of the platform with no clear starting point. The recurring feedback from my team is that it is hard to know where to focus. A consolidated "Improve Fin" section could really improve the experience, the ideal option would be a training page where our team could improve Fin in one place, ideally by answering questions and Fin would then be able to add those details in the right place, where it's creating new guidance or building procedures. I feel that would make uptake a lot quicker.

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

Their support staff are experts who are beyond helpful! I needed support with a certificate issue, after migrating one of our sites from HTTP to HTTPS, They handled it and helped very effectively, absolutely loved the cooperation. They saved me a lot of time with guiding me over the issues and I didn't needed to search on forums and read technical documentation on my own.

Incentivized

Easy to know the learning path

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The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.

Incentivized

Although we have not utilised a specific chat box like Fin before in other websites, we have used ChatGPT and Claude within our general work. Our Product and Engineering team make use of Devin within Azure Dev Ops to support with their work. However, Fin is the most suitable for what our Support Team requires as this can be integrated into our chat with customers.

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

• More return. In general the people who sign like the notifications and usually return.
• Organic growth. The list of subscribers increase over time, so is a well worth the investment.
• It's a bit expensive, so the ROI at the beginning is not the expected because the cost.

Incentivized