Fin by Intercom vs. Whatfix

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

Currently, we are only using Whatfix with Salesforce but are in the process of implementing on other systems. It is an excellent tool to organize and provide in-app access to training materials already created. It excels at providing guidance about tasks users don't complete often and, therefore, forget what they were trained about the process. The only sort of system it might not work well is one that provides its own robust in-app assistance. More than one type of tip icon being displayed, for instance, could be confusing.

• 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

• Understanding the unique needs of this new emerging market and unfamiliar business processes.
• Fantastic professionalism from all the Sales team and Professional Services team, right from our first enquiry via their website.
• Providing a structured onboarding process and strong project management offering which helps us feel confident we will achieve our goals with Whatfix, despite our ambitious delivery timeline.

• 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

• Design is definitely something they can improve on. The callouts and carousels are a little bit old-school and sometimes this creates a discrepancy with your product's design language.
• They can improve with some functionality, like full-screen carousels for the web. There are points that they cannot accommodate your design and you have to iterate on that.

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

Whatfix are an absolutely stellar vendor in every way. As with all technology tools and platforms, it's important to evaluate the marketplace to see what else is on offer. It would have to be something exceptional for us to seriously consider discontinuing our relationship with Whatfix

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

While they've made a lot of improvements in the last year, there are still challenges with walkthroughs and how beacons can be created. They are aware of these limitations and are actively soliciting customer feedback to help them remedy these shortcomings.

Incentivized

always there

Incentivized

works perfect

Incentivized

Sometimes there is a delay to showcase all whatfix elements

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

Support is very proactive and quick at solving/investigating any issue that might come up. They are very knowledgeable about their own tool and coding as well, and therefore, they quickly understand the goal you try to achieve - even doing custom code when necessary (or fixing your custom code). Even as COVID hit, Whatfix still managed to supply the same high standard of support.

Easy to know the learning path

Incentivized

While helpful, the feedback from our employee was, that [they felt] the training was very high-level - sometimes confusing. It would be great to have some kind of sandbox environment for new users to train certain scenarios.

The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.

Incentivized

Although Whatfix make the process relatively straightforward (they will provide Group Policy Scripts to install a Google Chrome extension specific to your organisation) its important to ensure your network deployment teams (if you have more than one) understand their role and what they need to do to test deployment once they undertaken the work.

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

The fundamental decision for Whatfix was a management decision at the international level. The different options Whatfix offered for different systems in our company led to the decision to go with Whatfix. Basically, I am very satisfied with the decision, as the presentation of various topics, among others for our CRM system, can be mapped more individually, specifically, and directly for the different addressees. The evaluation options are also much more extensive and detailed.

• 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

• With 8 Systems the ROI is substantial, for every call saved, hundreds of dollars are saved.
• Providing just in time assistance with task and eliminating the search of 15 to 20 minutes to discover how to do something not only saves time, but dollars.
• Productivity increases, learning is adaptive and both are wins in ROI.
• Whatfix has paid for itself - over and over again.

Incentivized