Fin by Intercom vs. WalkMe

WalkMe

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Fin by Intercom	Score 8.5 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
WalkMe	Score 8.0 out of 10	N/A	WalkMe is a Digital Adoption Platform (DAP) that promises to transform the user experience in "today’s overwhelming digital world." Using artificial intelligence, analytics, engagement, guidance and automation, WalkMe offers a transparent overlay that assists users to complete tasks easily within any enterprise software, mobile application or website. Founded in 2011, WalkMe software is used by more than 1,500 enterprises globally, including over 30 percent of Fortune 500 companies.…	N/A

Pricing

Fin by Intercom

WalkMe

Editions & Modules

Fin with your current helpdesk: $0.99
one-time fee per 1 resolution
Copilot add-on: $35
per month per user
The Early Stage program: $65
per month (6 support seats)
Proactive Support Plus add-on: $99
per month
Fin with Intercom’s Helpdesk: from $39 + $0.99 per Fin resolution
per month per seat

No answers on this topic

Offerings

Pricing Offerings
Fin by Intercom	WalkMe
Free Trial
Yes	No
Free/Freemium Version
No	Yes
Premium Consulting/Integration Services
No	No

Entry-level 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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More Pricing Information

Community Pulse
	Fin by Intercom	WalkMe
Considered Both Products	Fin by Intercom Verified User Anonymous Chose Fin by Intercom We're using another AI agent too. Fin AI is a little behind, as it needs to start learning from either testing or real conversations, so it can better advise users with accurate information - whereas the other AI agent is learning very fast and needs little to no adjustment of … Incentivized Helpful? SO Scott Olinger Application Support Analyst Chose Fin by Intercom I did not choose which platform our support teams used. But I did not like NetSuite because it sent out a lot of email updates and required the client to reply to the correct email in order to have everything tracked. ServiceNow was pretty similar. The reports in ServiceNow … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom HubSpot CRM, HubSpot Marketing Hub and Zendesk Suite Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom 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 … Incentivized Helpful? Lorrayne Soares Líder de Produtos 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 … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Sprinklr Social, Zendesk Sunshine Conversations, Clarabridge (discontinued), Engagor (discontinued) and Qualtrics XM for Customer Frontlines Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Honestly, we haven't really looked at this, but we do use it for another team because a third-party works with it. Otherwise, I am extremely happy with Intercom and have not looked towards another software. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom It was a long debate before we switched from Crisp to Intercom, but we never regretted that decision. Intercom looks and looks sleeker, works smoother, and has the knowledge base feature, which was our main need to switch. The transition took very little time, so no bumps on … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Way better than all of them - especially the workflow tool which I don't think Help Scout or Crisp even had. Really easy to manage capacity too through snoozing conversations and customers receiving emails after a response. With HubSpot, there was no way for our users to return … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Dialpad Support, Talkdesk and SnapEngage Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom This is the first one we tried. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom My main concern at the moment is how the integration looks to the users and Intercom just looks modern and up-to-date. HubSpot is missing this. In the background it always comes down to how you organize your team and processes. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Odoo was, in my opinion, terrible - a jack of all trades and master of none, which is why all teams in the business moved away to bespoke software. Freshdesk - an easier and more organisable way of creating and managing tickets. Although Intercom now has tickets, we're still … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom At the moment, I only use Supademo to record screen tours. It is very intuitive, has a browser extension, and is perfect for recording the onboarding of new features. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Intercom as a tool is well suited to manage our key metrics with the help of its reports. We have evaluated a lot of tools but Intercom remains the best in terms of report. It helps us maintain OKR's for the support team and track whenever needed. FinAI also has the reporting … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Personally I have not used any other platforms like Intercom and do not wish to search as of right now. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom The intercom is more intuitive and provides easier management and personalization of our conversations. It's been a while since I used Zendesk, so this might have changed, but Intercom provides a bigger catalog of functionality targeted to product marketing, such as emails, … Incentivized Helpful? Barry Pepper VP of Customer Experience Chose Fin by Intercom Noone has been able to standup to the level of service and product that Intercom gives us. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom To compete with Salesforce, the main point is the pricing. Intercom has a very different budget when it comes to start ups and up and coming companies, which helps. To compete with other platforms, Intercom has a more developed interface and a super completa arrange of tools, … Incentivized Helpful? Ray Zwankhuizen Product Manager Chose Fin by Intercom No idea, see above. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Several factors as pricing, customisation, ease of use, popularity, user-friendly and the continuous online support as well improvements helped us make this choice. Onboarding new colleagues to Intercom does not even take one day, it is so efficient and intuitive. If the … Incentivized Helpful? Agne Caunt Head of Customer Success Chose Fin by Intercom Intercom is much more flexible and modern than Zendesk, UI is better. Zendesk is better at multiple brand experience and localisation. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom All tools that we used in the past, have a lot of problems on the chat app, our the syncing data between integrations, Intercom has too, but is very less than others. Incentivized Helpful? Samuel Linge Senior Sales Associate Chose Fin by Intercom Intercom has more polish. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom We used Aircall for many years and it was a great tool, however as we scaled down our phone support usage it became expensive and cumbersome. Intercom phones offered a cheaper solution that turned out to be more efficient for our team to use as well. Incentivized Helpful?	WalkMe Elizabeth Willisson Lead Technical Consultant Chose WalkMe I couldn't successfully implement this product for trial and found support help was delayed. In comparison, despite also being based in another country, WalkMe's support was quick to help with queries and always eager to address the issue and go above and beyond to make sure I … Incentivized Helpful? SMS Saravanan Advanced Business Analyst II Chose WalkMe Their features was less compared to WalkMe. Incentivized Helpful? Hayley Dolby WalkMe Solution Builder and Systems Trainer Chose WalkMe It's all about analytics and WalkMe has everything you ever needed and more! Incentivized Helpful? Theodora Mazza Senior Information Developer Chose WalkMe My understanding is that WalkMe was selected based on its capability to support our requirements for our enterprise software. We wanted a product that allows us to provide help at the point of need, provide as little or as much help to guide the user to successfully use the … Incentivized Helpful? Krishna Khanna (they/them) Global Learning Experience Design Manager Chose WalkMe WalkMe was much better in terms of features, implementation, and analytics. It's a market leader in the Digital Adoption space so it made sense to begin our digital adoption journey with this tool. The sales team also spent a lot of time with us in understanding our … Incentivized Helpful? Verified User Anonymous Chose WalkMe Pendo didn't have react native support at the time or it would have been the solution of choice. Much better tool. Incentivized Helpful? Jason Sauquet Senior Software Engineer Chose WalkMe WalkMe is an outstanding platform and its technical support is so calm and professional. Always listen to the queries well and respond out with the alternative or solution to increase a good experience of the user. The best feature of WalkMe which I like the most is the … Incentivized Helpful? Nikhil George Product Manager Chose WalkMe WalkMe is by far more customizable and fully features compared to its competitors. This does mean it takes longer to learn all the features, however, it also means you can customize the tours to a greater degree. Most of the competitor products are between a third to half the … Incentivized Helpful? Elizabeth Cassidy Senior Analyst, Customer Analytics Chose WalkMe I have realized WalkMe is a great product with a lot of features and so far is the best product adoption and user onboarding tool compared to its alternatives. WalkMe is specialized in the field of product tours and walkthroughs hence making it the pioneer in the user … Incentivized Helpful? Joshua Melder Customer Account Manager Chose WalkMe Our organization reviewed several products before selecting WalkMe as the primary tutorial platform. We chose WalkMe because our primary business tutorial need is for Salesforce. WalkMe offers an incredibly easy-to-use and understandable walk-through and integrates incredibly … Incentivized Helpful? Verified User Anonymous Chose WalkMe A predecessor had originally chosen WalkMe and I decided to continue using them out of convenience, but when things didn't get better, we looked around and found alternative tools to be better. Incentivized Helpful? Aaron Goldstein Business Process Analyst \|\| Executive Assistant Chose WalkMe Our company chose to transition to our own proprietary knowledgebase system. Incentivized Helpful? Geethika Lokanadham, PMI-PBA Business Analyst/Microsoft Dynamics CRM Administrator Chose WalkMe Ability to make it easy for the users to use our popular products by using product-specific launchers and smart tips. We are watching the analytics for these and they seem to work! Incentivized Helpful? Joshua Hickey Digital Product Manager Chose WalkMe Our firm rated WalkMe as best in class compared to alternatives. In addition to functionality, WalkMe university and professional services set us up to own the product and continuously improve. Incentivized Helpful? PE Pat Effinger Lead Sales Engineer Chose WalkMe I haven't utilized any other tools similar to WalkMe so it would be difficult to compare. Incentivized Helpful? Verified User Anonymous Chose WalkMe The only other personalization/on-boarding tool we have tried is Evergage. We are actually running them at the same time, each has their own strengths and weaknesses. Evergage's ability to personalize the message and be more dynamic in their campaigns is far better than those … Incentivized Helpful?

Best Alternatives
	Fin by Intercom	WalkMe
Small Businesses	LocaliQ Score 9.0 out of 10	ChurnZero Score 9.6 out of 10
Medium-sized Companies	Piper the AI SDR by Qualified Score 9.2 out of 10	ChurnZero Score 9.6 out of 10
Enterprises	Conversica Score 9.9 out of 10	Nexthink Score 7.0 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Fin by Intercom	WalkMe
Likelihood to Recommend	8.4 (0 ratings)	8.1 (0 ratings)
Likelihood to Renew	10.0 (0 ratings)	8.0 (0 ratings)
Usability	8.8 (0 ratings)	9.0 (0 ratings)
Availability	9.1 (0 ratings)	- (0 ratings)
Performance	9.1 (0 ratings)	- (0 ratings)
Support Rating	5.7 (0 ratings)	10.0 (0 ratings)
Online Training	7.4 (0 ratings)	- (0 ratings)
Implementation Rating	6.6 (0 ratings)	- (0 ratings)
Product Scalability	9.1 (0 ratings)	- (0 ratings)

User Testimonials
	Fin by Intercom	WalkMe
Likelihood to Recommend	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 Verified User Anonymous Read full review	WalkMe is a great tool to support digital transformation efforts at an organization--it can reduce the training/learning time for both the users and the creators. It can also support onboarding, change management, data integrity, and creating a seamless connection between platforms and many others. It's not a tool for simple, intuitive platforms that do not change frequently. Krishna Khanna (they/them) Global Learning Experience Design Manager Read full review
Pros	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 Verified User Anonymous Read full review	No more communicating via email - conditional shoutouts to relay a message Automating processes to increase productivity and reduce frustration Fabulous analytics Training at the point of need - no more searching for the relevant training elsewhere Adding a link to automatically start any WalkMe solution from anywhere using 'Permalinks' is great! Hayley Dolby WalkMe Solution Builder and Systems Trainer Read full review
Cons	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 Verified User Anonymous Read full review	I would like to see some way to manage versions of the help from release to release, as currently the only way to see/roll a help item back to a time in the past is to revert to that time. We had run into some issues with duplicating images in the Assets Library, but that has just been fixed! Theodora Mazza Senior Information Developer Read full review
Likelihood to Renew	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 Ariana Thompson Support Operations Read full review	No answers on this topic
Usability	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 Verified User Anonymous Read full review	WalkMe has done a great job of making their tool easy to use. However because it is a Firefox plugin it causes me to need another browser and sacrifice the left 2 - 3 inches of my display, when working on a laptop this makes it a bit painful. Also when publishing you can organize your list of walk-thrus, the window size is small and limited to the constraints of the WalkMe tool. Incentivized Verified User Anonymous Read full review
Reliability and Availability	always there Incentivized Verified User Anonymous Read full review	No answers on this topic
Performance	works perfect Incentivized Verified User Anonymous Read full review	No answers on this topic
Support Rating	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 LW Lukas Washack Operations Manager Read full review	The WalkMe Support Team was phenomenal. My support rep made a genuine effort to ensure my success with using the WalkMe Software. She was kind, patient, and very knowledgeable on the software. If there was a question she did not know the answer too, she would find the answer and get back to me as soon as possible Incentivized Aaron Goldstein Business Process Analyst \|\| Executive Assistant Read full review
Online Training	Easy to know the learning path Incentivized Verified User Anonymous Read full review	No answers on this topic
Implementation Rating	The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom. Incentivized Verified User Anonymous Read full review	No answers on this topic
Alternatives Considered	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 Verified User Anonymous Read full review	I couldn't successfully implement this product for trial and found support help was delayed. In comparison, despite also being based in another country, WalkMe's support was quick to help with queries and always eager to address the issue and go above and beyond to make sure I had the information I needed. Incentivized Elizabeth Willisson Lead Technical Consultant Read full review
Return on Investment	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 Verified User Anonymous Read full review	79% of our customers using a walk-thru agree that it has made it easy to handle their issue. WalkMe has helped us lower costs associated with phone and ticket based support. Using WalkMe to promote self help over ticket creation has reduced our ticket contacts by 50%. Many on our development team are leery of WalkMe. It is allowing someone outside of their department access to modify the user experience. However our leadership teams have been onboard with it. Incentivized Verified User Anonymous Read full review
ScreenShots	Fin by Intercom Screenshots	WalkMe Screenshots