Front vs. Fin by Intercom

Fin by Intercom

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Front	Score 7.1 out of 10	N/A	Front is a communication hub that helps businesses keep the human touch in every interaction.	$29 per month per user
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

Front

Fin by Intercom

Editions & Modules

Starter: $29
per month per user
Growth: $79
per month per user
Scale: $99
per month (billed annually) per user
Premier: $229
per month (billed annually) per seat (50 seat minimum)

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
Front	Fin by Intercom
Free Trial
Yes	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

Discount for annual pricing on Starter and Growth plans. Scale and Premier plans are annual price only.

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
	Front	Fin by Intercom
Considered Both Products	Front Verified User Anonymous Chose Front Front was easier to have shared inbox. It also gave us more flexibility in tagging, both tagging users and tagging the emails to triage. It was also quick to set up and get users on boarded and trained. We found it was just a more intuitive and flexible system for us. Incentivized Helpful? Patrick Blake Network System Administrator Chose Front Front is better for communication with the team. Incentivized Helpful? Bryan R. Zapata P. dispatcher Chose Front We switched to Front because of how simple it looked, then we realized we could tailor it to the type of business we have. I don't see us using any other tool to manage emails besides Front. Incentivized Helpful? Siddhant Salil Customer Success Manager Chose Front I have only used Gmail in the past and Front is any day better than Gmail in terms of the interface and ease of usage. The ability to send scheduling links and comments between the email threads makes it better than Gmail. The shared inbox also makes it easier for the entire … Incentivized Helpful? Verified User Anonymous Chose Front NA Incentivized Helpful? Verified User Anonymous Chose Front Front's UX/UI is more intuitive. The work seems to flow better in their app. Incentivized Helpful? Verified User Anonymous Chose Front A few features are very good in Front that are not in Outlook, like sharing draft content with teammates, commenting, read receipts, etc., which made us choose Front. Incentivized Helpful? JA Jett Austria CSM Chose Front The tagging feature stands out. Their tagging can be quite deep and effective if it's set up properly. For example, I can pull out all the clients who [have] an issue with billing. Or better yet valued clients who [have] a specific MRR that has an issue with billing that needed … Incentivized Helpful? Verified User Anonymous Chose Front Front is honestly an amazing blend of an email server and slack, as it allows for nimble, efficient, and immediate communication between team members without needing to forward a single email back-and-forth before finally responding to a client. Front also saves time when … Incentivized Helpful? MB Mark Bustilla Customer Success Chose Front This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run. Incentivized Helpful? JM Jason Monroe Software Engineer Chose Front Thanks to Front, it has allowed us to have smooth and effective internal communication between departments, attaching projects, problems, and endless files without any problem. It is allowing us to have practical and soft customer support. Incentivized Helpful? Darren Mihalic Business Development Manager Chose Front Front is better than any other tool. It is a great app to use also because of its multipurpose features. Anyone can also use this app for your customized business needs and manage your work accordingly. I feel that Front is easy to use and it is also very user-friendly due to … Incentivized Helpful? Alena Burda Senior Software Engineer Chose Front I love how scalable the software is. Also, Front comprises many good features that are needed for helping teams work efficiently and effectively for sales and support. Incentivized Helpful? Ben Pincus Sales Executive Chose Front Front has been simple to implement and operate on our team. It is not possible to lose an email; it is impressive how it adapts better while being used daily. We can have excellent communication between colleagues, the percentage of evaluations, and changes in planned tasks … Incentivized Helpful? Jonatan Serna Higuera Supervisor Chose Front Front is always getting the newest capabilities of the industry [and] is never behind. Instead, it provides you with features that [you] would not even think exist. Also, it is faster than other apps [and] takes just a moment for you to get started in your daily tasks. Incentivized Helpful? Verified User Anonymous Chose Front Front was not designed as a ticketing system and doesn't have great reporting tools, but the commenting and draft features were important and other platforms' versions of these features were weak or unintuitive. It should be noted that we ended up developing our own messaging … Incentivized Helpful? Patryk Odedina Loan Consultant Chose Front Front is so much simpler to search and access templates for emails or texts. Incentivized Helpful? Verified User Anonymous Chose Front It offered newer features and more ways to control user communication inflow, as well as team roster management. The Front app also had a presence on the app, mobile web, and web, which was helpful for on-the-go email queue management. In short, at the time we made this … Incentivized Helpful? Tim Berman Founder and Growth Evangelist Chose Front Front manages more communication channels. Incentivized Helpful? Rick Scouffas Head of Sales Operations at Sentry.io Chose Front We have used Yesware. It's a really good lead prospecting tool, but doesn't have the shared inbox, or collaborative capabilities of Front. Incentivized Helpful? Verified User Anonymous Chose Front Zendesk is by far the market leader here and offers a tremendous solution. It is, of course, very expensive -- especially if you require multi-brand support. Many of the other solutions (except Groove) offer some flavor of multi-brand support but they are not as good as … Incentivized Helpful? Verified User Anonymous Chose Front We had all our leads going to a gmail account before front. Front solved so many problems that Gmail had. It was much more user friendly for somethings and it was a much more flexible software that we were able to use to meet our needs. It also has a reporting feature that … Incentivized Helpful? Tom Davies Customer Success Manager Chose Front Front is a flexible and quickly growing tool that integrates with almost every system we use. Front have been our go-to support system since we started and will continue to be for the foreseeable future. Incentivized Helpful? Verified User Anonymous Chose Front Front is cleaner from an email communication standpoint. Less details are sometimes better. Hubspot is more of a CRM and that focus is key. While Front is more of a communication channel. 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?

Best Alternatives
	Front	Fin by Intercom
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10	LocaliQ Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Piper the AI SDR by Qualified Score 9.2 out of 10
Enterprises	SysAid Score 9.1 out of 10	Conversica Score 9.9 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Front	Fin by Intercom
Likelihood to Recommend	6.5 (0 ratings)	8.3 (0 ratings)
Likelihood to Renew	- (0 ratings)	10.0 (0 ratings)
Usability	9.0 (0 ratings)	8.8 (0 ratings)
Availability	- (0 ratings)	9.1 (0 ratings)
Performance	- (0 ratings)	9.1 (0 ratings)
Support Rating	9.8 (0 ratings)	5.7 (0 ratings)
Online Training	- (0 ratings)	7.4 (0 ratings)
Implementation Rating	- (0 ratings)	6.6 (0 ratings)
Product Scalability	- (0 ratings)	9.1 (0 ratings)

User Testimonials
	Front	Fin by Intercom
Likelihood to Recommend	I think Front is very useful for every company with multiple teams working together on different emails from clients. Not so useful if a lot of different teams need to work on a request at the same time, because when an email is sitting in multiple shared inboxes things can get messy. Also would not recommend for teams that work is individualized, as team work is the main point of Front. Incentivized Verified User Anonymous 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	I call them "sticky notes" but Front calls them Comments. It's a way to collaboratively make comments on messages sent to joint inboxes for folks to coordinate a response before it goes back to the sender. When exchanging with someone using the Comments feature, someone can create a draft reply and then share it before it goes out. It also includes the typing indicator letting you know they are not just replying, but specifically working on a draft reply. These things are really great for individuals, or teams, that don't sit next to each other. Tagging. It's a fairly simple concept, but very useful for classifying notes and being able to manage, what could be, a messy inbox. Additionally, the ability to have your own personal tags really allows the user to manage their own messages in a way that works best for them. Incentivized Rick Scouffas Head of Sales Operations at Sentry.io 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	Zoom Meeting Integration as there are some clients who want to have a call immediately. Tagging can be improved - looks scattered. Calendly Integration, they have their own calendar appointment but it would be good if I don't need to leave the front to set up [calendar] appointments. Incentivized JA Jett Austria CSM 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	We are very happy with Front and don't anticipate changing Incentivized Verified User Anonymous 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	It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules. 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	No answers on this topic	always there Incentivized Verified User Anonymous Read full review
Performance	No answers on this topic	works perfect Incentivized Verified User Anonymous Read full review
Support Rating	The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked. 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	No answers on this topic	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	This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run. Incentivized MB Mark Bustilla Customer Success 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
Return on Investment	Quality- with all the benefits given, in just matter of time, all your organization will find it familiar and less effort is needed when composing emails. Effectiveness- no one wants to miss an email, or never respond to a possible customer. Front will help you that. If you do not want to send that email now, you can set a timer and Front will send it for you later on. Simplicity- Front is not the most difficult app to handle, indeed, it is too easy to learn. From the first moment you will have a guided tour and will learn all the good things that it has for you. Incentivized Jonatan Serna Supervisor 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	Front Screenshots	Fin by Intercom Screenshots