Helpshift vs. Fin by Intercom

Fin by Intercom

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Helpshift	Score 8.0 out of 10	N/A	Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.	$150 per month Issue
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

Helpshift

Fin by Intercom

Editions & Modules

Starter: $150.00
per month Issue
Enterprise: Please contact Helpshift
per month Issue
Growth: Please contact Helpshift
per month Issue

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
Helpshift	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

Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.

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
	Helpshift	Fin by Intercom
Considered Both Products	Helpshift Amanda de Carli Assistente de Costumer Experience Chose Helpshift Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times. Incentivized Helpful? Angel Brockbank Director of Customer Experience Chose Helpshift Helpshift is reasonably priced and has great analytics and capabilities and is very user-friendly. We had a hard time with Intercom about 2 years ago when we tried to implement them because their analytics were very minimal and wouldn't track what we needed it to. We haven't … Incentivized Helpful? Verified User Anonymous Chose Helpshift One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that … 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

Helpshift

Fin by Intercom

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Helpshift 6.4 Ratings 23% below category average	Fin by Intercom - Ratings
Organize and prioritize service tickets	5.50 Ratings	00 Ratings
Expert directory	3.60 Ratings	00 Ratings
Subscription-based notifications	6.40 Ratings	00 Ratings
ITSM collaboration and documentation	4.50 Ratings	00 Ratings
Ticket creation and submission	9.10 Ratings	00 Ratings
Ticket response	9.10 Ratings	00 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Helpshift 5.0 Ratings 44% below category average	Fin by Intercom - Ratings
External knowledge base	1.00 Ratings	00 Ratings
Internal knowledge base	9.10 Ratings	00 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Helpshift 4.5 Ratings 53% below category average	Fin by Intercom - Ratings
Customer portal	5.50 Ratings	00 Ratings
IVR	2.70 Ratings	00 Ratings
Social integration	7.30 Ratings	00 Ratings
Email support	2.70 Ratings	00 Ratings
Help Desk CRM integration	4.50 Ratings	00 Ratings

Best Alternatives
	Helpshift	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
	Helpshift	Fin by Intercom
Likelihood to Recommend	9.1 (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	9.1 (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
	Helpshift	Fin by Intercom
Likelihood to Recommend	If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend. 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	FAQ triggers by Google extensions customer service chat priority Amanda de Carli Assistente de Costumer Experience 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	The look could do with a bit of an upgrade. It's not a very big deal and isn't hard on the eyes but could probably be a bit more vibrant (or allow for customization). Better mobile support would be great. At the moment, it's very hard to try and do tickets from a phone. Incentivized Verified User Anonymous 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	No answers on this topic	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	Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon. Incentivized Angel Brockbank Director of Customer Experience 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 few times we've had to contact them, they were courteous and gave us the information we needed swiftly. 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	Helpshift is reasonably priced and has great analytics and capabilities and is very user-friendly. We had a hard time with Intercom about 2 years ago when we tried to implement them because their analytics were very minimal and wouldn't track what we needed it to. We haven't gone with Zendesk because we've heard from multiple people that their customer support was sub-standard Incentivized Angel Brockbank Director of Customer Experience 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	The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift. The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools. Incentivized Verified User Anonymous 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		Fin by Intercom Screenshots