HubSpot Service Hub vs. Fin by Intercom

I'd recommend HubSpot Service Hub for sure. When switching from a different platform to HubSpot Service Hub orgs and admins can count with a vast number of trainings in HubSpot Academy and most of them are free. This means users will find the resources they need without needing to reach for their superiors for training sessions or guidance.

Incentivized

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

• It makes it easier for us to keep track of customer awareness and review in one spot.
• The great thing about how easy it is to use all of its fantastic tools.
• The ability to check customer retention.
• It's easy to track and measure the success of our organization's sales team.
• This is a fantastic all-in-one customer success suite that includes ticketing.

Incentivized

• 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

• The app is a bit confusing and does not seem to have all of the features that the online browser does
• A bit expensive. I do think it is worth it because of the simpleness but it is a very pricy software
• Sometimes when you reach out to HubSpot Service Hub support, they send you a link to public articles instead of helping. But sometimes they do jump in and look

Incentivized

• 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

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

although it has room for improvements, this is still a very robust service hub for any type of software. An internal comment I often heard was, that if we were to make this as good as for example zendesk, it shouldn't have to feel like we must have external systems integrated to the HubSpot Service Hub (in zendesk, most things happen within the same system). I suppose this is more a matter of preference, because just like all other hubs, we see way more benefits of allowing our service working in the same way as the other departments (which won't happen if you have an external service system).

Incentivized

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

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

We were previously using Salesforce.com for our Support Team Ticketing System. Our company implemented HubSpot Marketing Hub and were looking at the CRM Hub for sales/business development, so it made sense to use one system that could support our enterprise needs. We had a very bad experience with Salesforce.com - mainly customer support and billing issues. In my opinion, they have rested on their laurels for too long and got too big to take care of their smaller clients. We find the HubSpot Service Hub team members to be easier to work with and support to be better.

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

• Survey results allow is to determine a conference's success, regardless of registration numbers.
• The comments within the survey and the ease of aggregating those comments allow us to make changes based on the themes of the responses.
• There are other aspects of the tool that we will begin to use soon that we will be able to speak about in future reviews.

Incentivized

• 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