Fin by Intercom vs. LivePerson Conversational Cloud

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

If there are situations where a customer is hard to reach, Tenfold allows easy pushing forward of reminders.In a high volume call system, it provides the ability to focus on your productivity and let Tenfold worry about the call logging, scheduling, and general call management on a day by day basis.

• 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 sales reps were very friendly and responsive. If I ever had any questions about our account, pricing, etc., the sales team would respond to my e-mails and phone calls within minutes. They even directed my technical questions to their support staff when it was appropriate. There were several times I asked the sales team technical questions and they always connected with the right support technician.
• The tech support was very knowledgeable and quick to respond. Any time I had a problem they always had a solution and it was quick to implement.
• The software performed as expected. The popups worked most of the time and performance was never laggy.

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

• Outbound Calls made by Tenfold get automatically logged into Salesforce as their own individual tasks (as OBC (for Outbound Call)), however, these Tasks cannot be titled from Tenfold (e.g. "Following up on a proposal"). Similarly calls using Tenfold always creates a new task, making tasks previously created (e.g. "Call to make first contact"), either act as (mostly irrelevant) placeholders, or tasks that still require editing to make call notes, (defeating the value of the Tenfold on-call, note-taking feature).
• When notes are entered into Tenfold, they can be instantly logged into the notes field of the Salesforce Task, however, if the note is longer than the 'Notes' field, this gets transferred to the 'Comments' section of the Task, with no indication that this is where it went. As such call notes can occasionally appear to have not been taken, have gone missing, or just take longer to find.
• Occasionally 'click-to-dial' does not work on all numbers you might find in a browser window, and at times the Chrome Extension needs to be reset to get things up and running.
• Tenfold's app doesn't automatically connect the call/task at the Opportunity level within Salesforce, which is where we do the majority of our activity. Instead it requires an extra step on every call.

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

LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome

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

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

We selected LivePerson LiveEngage, in large part, for the Analytics Builder, which has the ability fully manipulate the reporting data and build custom reports and dashboards rather than picking from prebuilt dashboards. Another benefit was the Design Studio that makes it easy and intuitive to build and change the graphical design of the chat invitations.

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

• When we moved over to Salesforce, it was the natural choice to upgrade the phone system used company-wide. I was not a part of the decision-making process, nor do I see any numbers - but from my department, it has made a positive impact on the everyday functions we are supposed to perform.

Incentivized