Freshchat vs. Fin by Intercom

Fin by Intercom

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Freshchat	Score 8.8 out of 10	N/A	A solution to engage customers with smarter conversations on any channel, designed so support, marketing, sales, and even bots to have conversations at scale with customers.	$19 per month (billed annually) per agent
Fin by Intercom	Score 8.5 out of 10	N/A	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

Pricing

Freshchat

Fin by Intercom

Editions & Modules

Growth: $19
per month (billed annually) per agent
Pro: $49
per month (billed annually) per agent
Enterprise: $79
per month (billed annually) per agent

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

Offerings

Pricing Offerings
Freshchat	Fin by Intercom
Free Trial
Yes	Yes
Free/Freemium Version
Yes	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

Optional

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 of up to $1M. Refund requests must be submitted within 90 days of starting the subscription.

More Pricing Information

Community Pulse
	Freshchat	Fin by Intercom
Considered Both Products	Freshchat Verified User Anonymous Chose Freshchat I've used the above as an agent and to be fair I inherited Freshdesk when I took my role over. I stuck with it as it does what it says on the tin, it has some good functionality and a good price for what you can get all in if you include Freshdesk too. Incentivized Helpful? Verified User Anonymous Chose Freshchat Freshchat is way above it’s competitor in features and printing all inclusive support 24/7 ready for our business all this at all lower cost what can you ask for more this helped up be more efficient and allowed us to take our business to the next level all client and user were … Incentivized Helpful? Verified User Anonymous Chose Freshchat Freshchat provided best possible tool at best possible price. Incentivized Helpful? Verified User Anonymous Chose Freshchat Freshchat has better integration because of the Fresh suite where the crm is connected t freschhat making information centralized. Also, there is the ticketing system for fresh that helps understand user communication history. Plus WhatsApp is now possible and easier to setup … Incentivized Helpful? Verified User Anonymous Chose Freshchat The advance feature of the product The usability and feasibility of the tool Customer experience point of view is really good. Incentivized Helpful? Iain Cameron User Services Manager Chose Freshchat selected to tie in with our main ITSM tool, and as such we did not on this occasion survey the market place Incentivized Helpful? MA Mohammed Alhassan Lead System Admin Chose Freshchat We have used a self-developed solution for the same purpose with full in-house development however the features vs the value that freshchat provided were worth the selection, freshchat achieved overall better performance and received gemerally more praise, some key advantages … Incentivized Helpful? Verified User Anonymous Chose Freshchat Freschat has all the basics we need to offer this channel to our customers. Incentivized Helpful? Luke Kadillak Senior Solutions Consultant Chose Freshchat Most of our customers prefer to use the slack app. They also prefer to use it to communicate directly with our Client Success Team for strategic questions/consulting rather than using it to escalate support related issues. Freshchat is great because having it directly in the UI … Incentivized Helpful? IA Ikbal Ahmed Operations Analyst Chose Freshchat Freshchat stands out as a strong live chat and messaging solution, especially for live customer support. Compared to Zendesk explore, which is a tool specifically designed for analytics and reporting. Freshchat is designed for instant communication with customers, making it a … Incentivized Helpful? Farrah Abdurahman Technical Analyst Chose Freshchat Its under the same company Freshworks which allows integrations Incentivized Helpful? Verified User Anonymous Chose Freshchat Honestly, Freshchat was the first choice from the beginning since we were already using Freshdesk ticketing system and we wanted a smooth integration between the products. While we explored a few products, we quickly tested Freschat and sticked to it. Incentivized Helpful? Andrew Naylor Product Specialist Chose Freshchat Only did a preliminary investigation as were a Freshdesk user prior, so was an extension of the great offering from Freshdesk Incentivized Helpful? Verified User Anonymous Chose Freshchat Freshdesk messaging is a chat world whereas Freshdesk is a ticketing world. Incentivized Helpful? Verified User Anonymous Chose Freshchat We reviewed Zendesk with Freshdesk, but decided to stick with Freshdesk as it works better with our platform. Incentivized Helpful? Verified User Anonymous Chose Freshchat I have not used other messaging apps like Freshchat messaging. I did look at other options when evaluating if I would use Freshchat and it was apparent that Freshchat was the most cost-effective option with the highest potential for customization and the most features that … Incentivized Helpful? MA mohammed abbas Palm City Chose Freshchat I haven't used any products like Freshdesk Messaging Incentivized Helpful? ibram boutros dispatcher Chose Freshchat because i found freshdesk is very easy in using , have a usability way , and can show me the priority of the chats easily , i can see all the information and details i need through it , freshdest is the best chat contact i use , its really amazing and its features make it very … Incentivized Helpful? MO mahmoud osman agent Chose Freshchat Messaging across mediums - Freshchat integrates with majority of mainstream instant messaging apps. Like Facebook messenger, Telegram and WhatsApp . This makes it convenient for us to have a presence on the above-mentioned platforms and respond to messages from these platforms … Incentivized Helpful? MS mo'men samir dispatcher Chose Freshchat Freshdesk is better it has faster actions and no much options must be filed to solve the issue // what we need to solve the issue is filling 2 blocks and submit the issue to solve it /// having the abilty of contact with more than 3 clients on the same time. Incentivized Helpful? Verified User Anonymous Chose Freshchat Its easy to use and its very friendly. It requires very less time to train staff on it. Easy to track work and manage work on it. It is integrated with other tools which we can use use to chats done by the agents for their audit purposes. Loved working on it. Incentivized Helpful? Nick Salerno Senior Software Engineer Chose Freshchat The interface of Freschat is quite well designed and structured which is not sluggish to use at all. Also, it has a very easy-to-use interface which makes it easy for the users to operate it. Other than that, Freshchat encompasses all the amazing features of contacting the … Incentivized Helpful? Carol Aleman Software Engineering Manager Chose Freshchat Freshchat has thoroughly helped my business to maximize every action of a user on our platform by enabling us to engage visitors in the right manner by email and chatbots. Incentivized Helpful? Maria Coelho Senior Software Development Engineering lead Chose Freshchat None Incentivized Helpful? Bella Castilla Senior Account Executive Chose Freshchat I have a lot of software already in my organization which we are using to handle different processes in the organization, Freshchat easily gets integrated with them and gives me all in one platform to manage all of my activities on one platform which is great help for me. It is … Incentivized Helpful?	Fin by Intercom Verified User Anonymous Chose Fin by Intercom We're using another AI agent too. Fin AI is a little behind, as it needs to start learning from either testing or real conversations, so it can better advise users with accurate information - whereas the other AI agent is learning very fast and needs little to no adjustment of … Incentivized Helpful? SO Scott Olinger Application Support Analyst Chose Fin by Intercom I did not choose which platform our support teams used. But I did not like NetSuite because it sent out a lot of email updates and required the client to reply to the correct email in order to have everything tracked. ServiceNow was pretty similar. The reports in ServiceNow … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom HubSpot CRM, HubSpot Marketing Hub and Zendesk Suite Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom I used Zendesk briefly but found it difficult to navigate — I often couldn’t tell what was going on or how to simply reply to a ticket. In contrast, Intercom is much more intuitive and user-friendly. Its clean interface and support for multiple communication formats like … Incentivized Helpful? Lorrayne Soares Líder de Produtos Chose Fin by Intercom As explained previously, most of these platforms were focused on tickets, most reports only work with tickets, there is no way to postpone a service without turning it into a ticket, and since our response time target is a maximum of 2 minutes, these platforms were unable to … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Sprinklr Social, Zendesk Sunshine Conversations, Clarabridge (discontinued), Engagor (discontinued) and Qualtrics XM for Customer Frontlines Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Honestly, we haven't really looked at this, but we do use it for another team because a third-party works with it. Otherwise, I am extremely happy with Intercom and have not looked towards another software. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom It was a long debate before we switched from Crisp to Intercom, but we never regretted that decision. Intercom looks and looks sleeker, works smoother, and has the knowledge base feature, which was our main need to switch. The transition took very little time, so no bumps on … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Way better than all of them - especially the workflow tool which I don't think Help Scout or Crisp even had. Really easy to manage capacity too through snoozing conversations and customers receiving emails after a response. With HubSpot, there was no way for our users to return … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Dialpad Support, Talkdesk and SnapEngage Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom This is the first one we tried. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom My main concern at the moment is how the integration looks to the users and Intercom just looks modern and up-to-date. HubSpot is missing this. In the background it always comes down to how you organize your team and processes. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom 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 … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom At the moment, I only use Supademo to record screen tours. It is very intuitive, has a browser extension, and is perfect for recording the onboarding of new features. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Intercom as a tool is well suited to manage our key metrics with the help of its reports. We have evaluated a lot of tools but Intercom remains the best in terms of report. It helps us maintain OKR's for the support team and track whenever needed. FinAI also has the reporting … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Personally I have not used any other platforms like Intercom and do not wish to search as of right now. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom The intercom is more intuitive and provides easier management and personalization of our conversations. It's been a while since I used Zendesk, so this might have changed, but Intercom provides a bigger catalog of functionality targeted to product marketing, such as emails, … Incentivized Helpful? Barry Pepper VP of Customer Experience Chose Fin by Intercom Noone has been able to standup to the level of service and product that Intercom gives us. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom To compete with Salesforce, the main point is the pricing. Intercom has a very different budget when it comes to start ups and up and coming companies, which helps. To compete with other platforms, Intercom has a more developed interface and a super completa arrange of tools, … Incentivized Helpful? Ray Zwankhuizen Product Manager Chose Fin by Intercom No idea, see above. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Several factors as pricing, customisation, ease of use, popularity, user-friendly and the continuous online support as well improvements helped us make this choice. Onboarding new colleagues to Intercom does not even take one day, it is so efficient and intuitive. If the … Incentivized Helpful? Agne Caunt Head of Customer Success Chose Fin by Intercom Intercom is much more flexible and modern than Zendesk, UI is better. Zendesk is better at multiple brand experience and localisation. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom All tools that we used in the past, have a lot of problems on the chat app, our the syncing data between integrations, Intercom has too, but is very less than others. Incentivized Helpful? Samuel Linge Senior Sales Associate Chose Fin by Intercom Intercom has more polish. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom We used Aircall for many years and it was a great tool, however as we scaled down our phone support usage it became expensive and cumbersome. Intercom phones offered a cheaper solution that turned out to be more efficient for our team to use as well. Incentivized Helpful?

Features

Freshchat

Fin by Intercom

Chat Analytics and Reports

Comparison of Chat Analytics and Reports features of Product A and Product B
	Freshchat 6.5 Ratings 28% below category average	Fin by Intercom - Ratings
Chat history and transcripts	7.00 Ratings	00 Ratings
Chat reporting	6.20 Ratings	00 Ratings
Chat and web analytics	6.30 Ratings	00 Ratings

Best Alternatives
	Freshchat	Fin by Intercom
Small Businesses	Gist Score 9.5 out of 10	LocaliQ Score 9.0 out of 10
Medium-sized Companies	Genesys DX (discontinued) Score 10.0 out of 10	Piper the AI SDR by Qualified Score 9.2 out of 10
Enterprises	Genesys DX (discontinued) Score 10.0 out of 10	Conversica Score 9.9 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Freshchat	Fin by Intercom
Likelihood to Recommend	8.1 (0 ratings)	8.3 (0 ratings)
Likelihood to Renew	8.2 (0 ratings)	10.0 (0 ratings)
Usability	7.1 (0 ratings)	8.8 (0 ratings)
Availability	7.3 (0 ratings)	9.1 (0 ratings)
Performance	7.3 (0 ratings)	9.1 (0 ratings)
Support Rating	6.3 (0 ratings)	5.7 (0 ratings)
Online Training	- (0 ratings)	7.4 (0 ratings)
Implementation Rating	7.3 (0 ratings)	6.6 (0 ratings)
Configurability	4.5 (0 ratings)	- (0 ratings)
Ease of integration	7.3 (0 ratings)	- (0 ratings)
Product Scalability	4.5 (0 ratings)	9.1 (0 ratings)
Vendor post-sale	8.2 (0 ratings)	- (0 ratings)
Vendor pre-sale	8.2 (0 ratings)	- (0 ratings)

User Testimonials
	Freshchat	Fin by Intercom
Likelihood to Recommend	its good app Freshdesk Messaging help me to contact the customer and contact the customer to inform my problem to solve it and is a good app and help full app and its easy to use uncomplicated and Freshdesk Helps me provide good quality to the customer and make customer feedback good for a company MO mahmoud osman agent Read full review	While Fin is an awesome investment, the setup and tuning of responses to meet brand alignment and delivery have taken some time. If you prioritize not just resolution rate and accuracy, but style and delivery, it's a bigger lift. However, for the vast majority of businesses, the step and its impact on resource management are a worthy investment. Incentivized Verified User Anonymous Read full review
Pros	Freshchat has been offering best-in-class chatbots that primarily focus on intent and engagement. It is quite proactive and has rich media campaigns to segment and target audiences. Freshchat is also one of my favorite software because it offers seamless integration with apps. Incentivized Nick Salerno Senior Software Engineer Read full review	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. Incentivized Verified User Anonymous Read full review
Cons	Bot communications used to take time to appear, but this was fixed recently and we are now more than satisfied to use it. The initial process of setting up a Freshchat account is a long one. The billing is per member/month which can get expensive fast. Incentivized Elizabeth Cassidy Senior Analyst, Customer Analytics Read full review	Some things are repetitive. Ex: If you provide guidance to ask a follow-up question, it'll ask that follow-up question each time. It'd be cool to have a "vibe" check for auto-sorting. Ex: We have responses to our outreach feed into Intercom. It'd be cool to have a way to auto-sort based on if they ask a detailed question or just a plain "interested" response. It'd be cool if Fin by Intercom flagged conversations, like it a customer seemed agitated, for the team to review. Incentivized Verified User Anonymous Read full review
Likelihood to Renew	Freshchat has been a reliable and user friendly platform for the past 5 plus years for engaging with customers in real time. It has helped us streamline support, reduce response time and improve customer satisfaction. The advanced automation feature and chatbot functionality have also saved our teams a lot of manual effort and increased efficiency. I didn't rate 10 because there is still room for improvement in reporting and deeper integration. Incentivized IA Ikbal Ahmed Operations Analyst Read full review	It's currently a perfect fit for our needs, and we are customer-focused and small. When we grow, we may need to re-evaluate, but our current team finds it easy. Reviewing conversations is simple and allows for great training. The canned replies make service fast and easy. Smart suggestions remove the need to re-write technical walkthroughs and explanations for our FAQ Incentivized Ariana Thompson Support Operations Read full review
Usability	I give it an 8 due to its usability. Yes, I had a few issues to begin with and needed some assistance from Freshchat agents, but considering this is something that is completely new to me, to set up what feels like a professional chat handling system complete with autobot within a day is really saying something I feel. Incentivized Verified User Anonymous Read full review	It takes a bit of getting used to. It's easy to start off with simple pieces of answering queries, etc. The real part is when one tries to use workflows with triggers and automation. Then, it can be a whole different experience. I would love to see it being much simpler in terms of usability there. Incentivized Verified User Anonymous Read full review
Reliability and Availability	Freshchat has always been available when I needed to use it. Incentivized Luke Kadillak Senior Solutions Consultant Read full review	always there Incentivized Verified User Anonymous Read full review
Performance	Freshchat always loads quickly and communication is quickly sent and received. Incentivized Luke Kadillak Senior Solutions Consultant Read full review	works perfect Incentivized Verified User Anonymous Read full review
Support Rating	The experience we had in past for lets say 4-5 months with the support team and our TAM was really helpful. The changes in the bot flow has helped our bot to ensure we connect with customer easily. Incentivized Verified User Anonymous Read full review	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 LW Lukas Washack Operations Manager Read full review
Online Training	No answers on this topic	Easy to know the learning path Incentivized Verified User Anonymous Read full review
Implementation Rating	I hope to show new users data because this can save a lot of time MA mohammed abbas Palm City Read full review	The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom. Incentivized Verified User Anonymous Read full review
Alternatives Considered	We have used a self-developed solution for the same purpose with full in-house development however the features vs the value that freshchat provided were worth the selection, freshchat achieved overall better performance and received gemerally more praise, some key advantages were related to user experience and performance of the system Incentivized MA Mohammed Alhassan Lead System Admin Read full review	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 Verified User Anonymous Read full review
Scalability	We only implemented the product in 1 way so I cant speak to this. Incentivized Luke Kadillak Senior Solutions Consultant Read full review	No answers on this topic
Return on Investment	From the positive effect of working on it, it helps employees to speed up their thinking and writing. One of the positive effects of our clients is that their problems are solved easily and quickly. Each employee knows how many of his chats have been resolved. There is no negative effect in general. AA Ahmed Abdelghafar despatcher Read full review	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 Verified User Anonymous Read full review
ScreenShots	Freshchat Screenshots	Fin by Intercom Screenshots