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
Zoho Desk
Score 8.3 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
$9
per month per user
Pricing
Fin by Intercom
Zoho Desk
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
Free
$0
Express
$9
per month per user
Standard
$20
per month per user
Professional
$35
per month per user
Enterprise
$50
per month per user
Offerings
Pricing Offerings
Fin by Intercom
Zoho Desk
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Required
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 of up to $1M. Refund requests must be submitted within 90 days of starting the subscription.
It's great for a web-enabled tool, so there is immediate ability to give feedback or ask questions. It isn't as easy to set up a desktop application as it would require more coding experience. Some older users are skeptical of its abilities, and that it is taking away from customer service, but in our use, it enhances it - that is a tough barrier to breach.
Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.
Answering simply queries that can be gotten from information in our help articles - powering self-serve for our customers.
Helping us triage and analyse customer queries by understanding key custom attributed of a conversation and key data points to help us route customers to the right team.
Through automation, helping our teammate be more quick and efficient in resolution times and SLAs.
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.
The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
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.
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.
I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!
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.
As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office
Fin definitely stacks up pretty much at the same level when it comes to leveraging the input data KB to address customer queries. However reporting flexibility is something missing compared to the two mentioned platforms. The categorization of issues is much easier and accurate making it further analysis less time intensive. Why we selected Finis a difficult question for me to answer as the above platforms are from my previous company and when I moved to my current role Fin was already in place.
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
