Fin by Intercom vs. Workelevate Digital Employee Experience Platform

Fin by Intercom is suited for all customer support scenarios. The major part is responsible of the business to feed a well equipped KB covering all the product/platform features, process steps and FAQs. If the KB is well equipped Fin can easily address incoming customer queries which it is able to do in our case and help us touch deflection rate of 85%.

Incentivized

Well, as mentioned in the earlier. Workelevate has helped us streamline our workforce performance by cutting IT tickets by ~35%, not just that it also improved the Device Management by proactively patching the system anamolies. Which turned out be a game changer for our users, and it admins.

• The ability to control who and where Fin engages through Workflows.
• It can be a one-size-fits-all for your volume, or you can control the audience/topics that Fin will be active in.
• Pricing is negotiable, and while you contract to a minimum, there aren't severe penalties for overages.

Incentivized

• IT Copliot Features of self services
• Endpoint Managment
• AI Root Cause Analysis
• Self Healing
• Experience Management
• OS Patch Management

• Simplified answers for different products/tiers. It handles this but not easily
• Ability to ask Copilot questions without being in a conversation
• Provide users with a more obvious prompt to watch a help video if there's a help resource that directly answers their question

Incentivized

• Can introduce Endpoint Security
• Should Introduce MDM
• Third Party Application Patching

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

FIN is extremely capable and the UI is very intuitive. There are some things that involve using Data Connectors - for example there's a FIN workflow for when a customer creates a ticket but it doesn't give you access to the Ticket ID. You have to create a data connector to fetch that data - just seems a little convoluted.

Incentivized

Easy to use UEM Dashboard, IT copilots gets integrated with already exisiting Workspace - no need of rip and replace. Integrates easily with our exisitng ITSM(Freshworks).

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

In my experience, what Intercom has done with Fin by Intercom is far more innovative and forward thinking than other tools I've used. It's intuitive, easy, and they are always releasing new things to make Fin by Intercom even more powerful.

Incentivized

Evaluating all these platform were a ache due to tool sprawl.

• I like how I don't feel like I need to constantly be monitoring support, especially on weekends
• It's great that the user will get some response right away, I just need to hope that the response they do get is good enough if I'm awk

Incentivized

• ROI is still to be seen but it is on a positive path
• Employee statisfaction score with endpoints are really good.