Fin by Intercom vs. ZoomInfo Chat

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

ZoomInfo chat is a very good tool for user engagement on the website and lead conversion. It's a very good tool that provides live chat, chat boat, and also a meeting scheduler so that customers can choose the preferred time to discuss with the sales team. It's very good for improving the productivity of the sales team and acquiring quality customers.

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

• It is really great at integrations. We were able to plug in Slack without breaking a sweat. And it works really well with our other tools as well.
• Implementation and setup was very easy and smooth. I actually anticipated it to be a lot bumpier but I was surprised at how quickly and smoothly it went.
• They have a great support team too. Anytime we have gotten in touch with them, we have had a great experience.

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

• It could improve on total data provided when a lead is sent
• Integrate intro messages, or give a confidence index on how often the lead is replying. They have this feature in other zoom products
• Allow visitors to directly contact sales team or marketing.

Incentivized

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

This is the main feature, so they've designed it well with companies like mine in mind. It's fast, clean, efficient, and perfectly integrates with main Zoom sales products, which is something every single one of us uses. So the synergy was already on the table before we started. Highly easy to use, minimal training required.

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

As a fresh product in the market, support is very warm and they are putting out an earnest effort in fixing reported bugs!

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

As I mentioned, it's more than just a ChatBot. The ChatBot is just another feature that it offers, but it allows you to talk to the website traffic which otherwise would have gone without interacting with your website. Sometimes even retargeting ads fail to target such valuable visitors, that is where ZoomInfo chat plays its role.

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

• It was quite simple to set up. We've tried a few different chat services on our website before, but the integration process is never as simple as the documentation suggests. Installing and configuring this, including integrating it to Slack, was actually quite simple.
• Fabulous chatbot arrangement that expanded our site changes.

Incentivized