Fin by Intercom vs. Olark

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 you want to have the option to chat on your company website and keep track of those chats, the customer's satisfaction, your employees' capabilities and the repetition of certain inquiries, Olark can truly help your business. We have 4 employees at any given time dedicated to our chat function during business hours. After hours if offers the option to send our customer service team an email with your question on your behalf. Everyone wins.

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

• Its ease of use and simple design is a huge plus.
• Their customer support is top notch. They have always been super responsive and helpful.
• Past chats are stored and easy to search.
• It's easy to customize to fit the look and feel of your website.

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

• There is not a way to add a queue. We have guests that get a little impatient when we are very busy. This would allow for the guest to know that we are working on getting to them and not ignoring them.
• We have experienced outages this past year, and the communication in regards to what is happening is not the best.

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

I think it's a great feature to be more in touch with a customer base - it saves time, money, and is often extremely effective in terms of answering customer questions and addressing concerns. Although the subject of product renew is not necessarily in my hands, I strongly advocate for the program's future use

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

It is simply easy and customizable to be exactly what you need it to be

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

I've used the Olark knowledge base and searched online for help on questions I had. The help section is easy to use. I have found most of the answers I need within minutes. Plus their help section has a chat feature in a box on the same level as the answers so when I did need more help it was right there for me. (didn't need to search for it on another part of the page) This box has a link to open a support ticket, twitter link for quick answers, and a systems notice

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 did use Zendesk chat for a short time but switched to Olark when a colleague suggested Olark was simpler. We were looking for a chat solution that was easy to understand and use visually, plus easy to switch between multiple people when taking turns monitoring chat. And we liked how it fit on the screen of the website - easy to see but not intrusive

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

• Positive impact on employee payroll. We would have to hire at least 1 or 2 more employees if we no longer offered Live Chat support.
• I don't believe that Olark had any negative impacts on the business. We simply outgrew the platform.

Incentivized