Fin by Intercom vs. Kennected

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

Prospecting through LinkedIn. This tool allowed me to automate this entire process after creating the initial parameters. It was very cost effective and I would use it again in the future.

Incentivized

• Answer easy questions based off of the knowledgebase I provided
• It's decent with redirecting customers who aren't satisfied to a human agent (me)
• I like how it quotes the article that it is using to the customer, I'm not sure how often they're actually clicking on that article, but it's nice that the option is there

Incentivized

• Automates outreach
• 10x our connections, follow-ups, and prospecting
• Providers quality leads
• Has an easy to use platform

Incentivized

• Customizing Fin by Intercom's escalation paths could be easier (ex. if there are some inquiries we don't want passed to the human team)
• Reporting on conversations handled to completion by Fin by Intercom (not just those that are marked as "resolved")
• It would be helpful to be able to indicate to Fin by Intercom when an answer is wrong, or train it on things that it shouldn't do (not only what it should do)

Incentivized

• Giving false information to customers
• Still charging months after a user cancels
• Support team is wildly ineffective
• Poor leadership

We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.

Incentivized

It's incredibly useful. You're honestly a little silly if you don't because it can handle simple conversations very easily and more in-depth conversations if you're willing to put in the work. It's great both as a customer success representative (with the AI agent) and as a higher-level customer success reporter.

Incentivized

So simple to use. This does not require any technical skills to implement. I think my kid could set up the work flow with ease

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

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 emails, posts, and banners make client communication clear and efficient.

Incentivized

We've tried other outsourced leadgen tools and companies and they just don't deliver like Kennected has. Been customers for years now, and will continue to be a user of Kennected for the foreseeable future.

Incentivized

• Since we implemented Fin AI in February, we have been able to support customer queries during non-business hours. This is a game changer. Fin has brought down response times and is also extremely capable of handling complex queries from our customers. We have seen closure rates go down by 24-30 hours, which is quite phenomenal.

Incentivized

• Has had a negative ROI for us
• Spent months for nothing
• Driving accounting nuts because we’re being charged after we cancelled