Fin by Intercom vs. Workativ Assistant

I think Fin by Intercom AI is amazing at answering the simple queries for customers. If you have the content to support the answers, you could reliably allow it to cover those topics with almost no errors. This is great for giving more time to teammates, and allowing 24/7 support. I also this Fin by Intercom AI isn't too bad (but need improvements) on allowing/linking to teammate support together with AI support. We have some issues, but overall, Fin by Intercom does actively allow offers and routing to humans, rather than a rigid AI/bot only experience. That said, especially if you have a complicated product or service, I wouldn't recommend Fin by Intercom AI to be the only support option. Its not quite there that I'd want it to let loose without a person standing by. Also, I'd say, its a product that needs at least one person learning/optimising it. Fin by Intercom needs maintaining, so it can't just be left to its on devices as of yet.

Incentivized

Workativ has saved a lot of time. Their automation offerings are endless and allow us (the IT team) to spend more time on other projects. Workativ was our last piece of the puzzle that allows us to setup new starters to the business without any physical IT setup.

Incentivized

• Ability identify the issue from limited information shared by the customer
• Clearly communicate the resolution leveraging the knowledgebase input
• The resolution by Fin is very detailed and calls out all the possible solutions to the problem helping the customer identify the right fix
• Fin is constantly learning from the past instances and leveraging into present and future issue resolution and thereby able to provide a good customer experience

Incentivized

• Automation
• Connects to many applications
• Save time

Incentivized

• If I can see that our Fin involvement/resolution rate has increased in one week, it would be great to see the theme of conversations it's resolving, rather than having to dig around to see why there was an increase.
• Sometimes the hand-over functionality doesn't work as well as it could, and often Fin errs on the side of resolving the conversation (which I understand because we're charged per resolution), but this can be frustrating to have to sift through and dig these customers back out.

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 usability of Fin by Intercom is intuitive and easy to use. When I used it for the first time, it didn’t take me long to understand how the platform works and how to set things up. It also provided helpful guidance, and there is a Fin bot that you can use to learn more about the platform and ask questions.

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

FIN/Intercom has a much better UI and feels more integrated than Zendesk. The reporting is also much more straight forward - using something like Zendesk Explore is painful and feels like I'm using something 10 old. FIN also integrates better with other products, and we've been able to create custom apps/widgets using the Intercom Canvas app far quicker than we could with Zendesk.

Incentivized

• We've achieved around a 50% resolution rate (and growing) with Fin by Intercom
• Our customers have a near instant response time when chatting with Fin by Intercom
• We've been able to use Fin by Intercom for a 100% AI driven approach for a subset of our users

Incentivized

• Saved time which allows IT hours to be used elsewhere

Incentivized