| Product | Rating | Most Used By | Product Summary | Starting Price |
|---|---|---|---|---|
 Freshdesk | Score8.7 out of 10 | N/A | Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,… | $0 Up to 2 agents |
 Fin by Intercom | Score8.5 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 |
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| Entry-level Setup Fee | No setup fee | 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. | ||||||||||||||
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| Considered Both Products | No answer on this topic | Chose Fin by Intercom Intercom sweeps the floor with Drift. Drift feel poorly made, less polished, and barely focused on customer support. Intercom is the exact opposite of this. Freshdesk & Zendesk both offered a better experience for tickets in my opinion. Tickets on Intercom being mixed in with … Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info 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 … Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Fin by Intercom Noone has been able to standup to the level of service and product that Intercom gives us. Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Fin by Intercom Compared to most of the competitive market, Intercom seems to be the most human/personable approach to customer success, customer service, and technical support. The alternatives are primarily built on an archaic approach - "take a ticket and wait in line" - that we worried … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info |
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| Freshdesk | Fin by Intercom | |
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| Likelihood to Recommend | 8.7 | 8.2 |
| Likelihood to Renew | 8.0 | 10.0 |
| Usability | 8.0 | 8.8 |
| Availability | 4.6 | 9.1 |
| Performance | 5.5 | 9.1 |
| Support Rating | 7.6 | 5.7 |
| In-Person Training | 8.2 | - |
| Online Training | 8.1 | 7.4 |
| Implementation Rating | 8.6 | 6.6 |
| Configurability | 5.4 | - |
| Contract Terms and Pricing Model | 6.4 | - |
| Ease of integration | 7.7 | - |
| Product Scalability | 5.5 | 9.1 |
| Professional Services | 6.4 | - |
| Vendor post-sale | 6.8 | - |
| Vendor pre-sale | 6.9 | - |
