Fin by Intercom vs. VWO Engage

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 have a large or small blog following/audience, this is an excellent tool to help keep readers engaged and on top of your new content releases. You can also utilize this product for automated DRIP campaigns that will, following a schedule you create, notify users at preset intervals to help nurture your leads or existing customers as part of your sales funnel. Even new bloggers with smaller audiences can utilize a tool like this to help generate more consistent web traffic to your content. I am averaging a +16% clickthrough rate regularly on my RSS to push notifications after just a few months of use.

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

• Easy, guided setup.
• Easy implementation.
• User friendly.
• You're able to make your changes very fast, apply them and you're ready!
• The customer service is great, had a question after migrating to HTTPS, they provided fast and very accurate help, how to make it use on migrated site.
• Supports mobile devices.

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

• I can tell they are based somewhere on the other side of the world, so when it's middle of the day here in the USA, they aren't always very responsive.
• There have been a couple hiccups with billing issues that mainly stemmed from them not having an internal billing system, but had it outsourced to another company.

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

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

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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 never accessed support, but I did use the help files to get the service implemented and they were helpful and informative enough that I did not need to use individual support for any purposes. My rating therefore is kind of in the "indifferent" scale only because I did not use it at all.

Incentivized

Easy to know the learning path

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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

• 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

• We saw surprisingly high subscription rates when we launched push notifications on our site using PushCrew, and it's been consistently building since then.
• Engagement is fairly high on push notifications we send out, ranging between 2-11%
• Put in the mix with our other outreach mechanisms, push notifications has been a strong performer that requires very little effort on the part of our team

Incentivized