Intercom vs HubSpot CRM Comparison

I really like how it lets my team assist our customers in real-time! Aside from that, it lets us send pictures, links, etc and tours to help the customer troubleshoot with ease! Also, I have never encountered a bug so far. Really great tool!

Honestly, I couldn't think of any. It works smoothly and integrates well with Hubspot which is our CRM. This is by far an excellent tool in resolving issues aside from doing phone calls. A lot better, actually! :)

Thanks for letting us know about your Intercom experience Stephanie. It's so nice to hear that you're seeing such success with the tools and can't imagine life without it! Thanks again, Kate (Intercom - Customer Engagement)

It did what it said. It connects well with other software. It has a lot of features.

The user interfaces for the backend is clunky. It's like salesforce for chat. Bulky but does what it says. It doesn't do live time very well. Customers have to wait a while for your responses.

Hi Kyle, thank you for leaving us this review. I'm sorry to hear that you found the Intercom user experience clunky. Usability and design is something we think about a lot so I really would love to hear more about the specific changes you think we could make here. Please do get in touch via the Intercom Messenger on our site as I'd love to chat more. Kate (Intercom - Customer Engagement)

Intercom is simple to use and set up, it is very user-friendly and uncomplicated. It provides and quick, easy and fairly affordable option to provide customer communication, service and sales communications.

When scaling a business and moving into the realm of a more powerful CRM it didn't make sense to use Intercom anymore. There is syncing and integrations available for most platforms but software like Hubspot has the same capabilities as Intercom, in some cases more, and you get a full sync with a contact record.

Love all of the automated and semi-automated features, especially operator, answer bot and the saved replies. The articles are also very easy to use and effective.

Not the best CRM, works best as a chat platform. Salesforce has it beat on CRM.

Intercom has done a great job in keeping the platform so simple yet powerful. From chats to campaigns, all of it can be viewed in just a click of a button.

Our client wanted to migrate intercom data to a CRM, and the process was so painful. We'd highly suggest business to use intercom if they don't have any plans getting a CRM software.

Really liked that this holds info really visibly and easily - and that it integrates with slack, so even if it's not open for notifications, slack will still notify the relevant person

At times it duplicates our CRM info, but rather twice than never.

Before intercom we used hubspot, however intercom has all the tools that are core to the follow of a customer so we change it

Sales and customer support use it. The problem is that they need someone from development to implement features

Great to hear Intercom is playing such a central part in your customer engagement strategy. And thanks for taking the time to leave a review.

It's easy-to-use for individuals and teams to increase customer engagement and efficiency of customer service through Intercom's web chat platform.

We use Intercom's integration so the information of leads and customers would be sent to our CRM, it worked perfectly at the beginning, now not every every or customer's info is sent to our CRM.

-Capturing emails and names -Integrating to Hubspot and other software for easy lead closure -Creating chat flows allows us to communicate to customers faster and saves us time

-Would like to combine actions on Intercom -Hubspot Integration is not perfect; would like to have specific field matching -Chat flow capabilities are limited

It allows you to reach the customer anywhere. If they have left the chatbox, the reply will reach their inbox. You see a lot of information about your customer/lead already when talking to them. Where are they located at, what browser they are using, etc? I also like the operator function that asks leads for email addresses and/or feeds help articles to conversations that I haven't yet attended to. The help article section is also great because it's integrated with the messaging so I can send help articles straight from the app.

There's no integration with HubSpot CRM but it is what it is - they're competitors so that makes sense. It's also sometimes tricky to make sure that I am not 'seeing' messages after signing in as one of my clients. The chatbox is sometimes not quick enough to understand that a person has signed out and it still shows messages relevant to that person. That is how I accidentally read them and so they might not reach the recipient's inbox.

Customer activation is great and the ease of use of Intercom is great aswell.

It lacks key features to be a CRM tool and the value for money just isn't there.

All in one system, with email, lite CRM and small analytics.

Everything about intercom is built to keep you in the ecosystem. And the more you integrate the harder it is to move away. But they actively make it hard to move away. For example, by not allowing you to export your help articles and by creating random URL conventions to make it hard to redirect your help articles once you have built them elsewhere.

Thanks for leaving us this review and for giving us your candid feedback. We always aim to earn our customers' business and trust through our product quality and the value it drives, we certainly don't want to make it difficult to move away if we're not the right fit. I'll make sure to pass this feedback on to the team here. Please do get in touch via the messenger if you would like to discuss this further. Thanks, Kate (Intercom - Customer Engagement)

Intercom provides an unmatched quality of UX, front-end UX, pop-up, user tracking, and CRM integration and control. Many other solutions try to provide an in-app CRM, however, Intercom has truly perfected it.

We have loved most parts, coming from a different product we would like to be able to customize the widget itself. Additionally, the ability to customize your mail-from domain rather than their user-generated domain which doesn't look pretty.

Thank you so much for taking the time to review Intercom Christopher! It's so great to hear you're finding success with our solutions. I also have some good news for you. You do have the option to customize your messenger, and you can also change your outbound email address to your own custom domain. I'll contact you directly with the details. Kate - Customer Engagement

UI is great It works Great CRM and chat tool Great for communcating with customers in app

Costly but apart from that I can't think of anything I dislike

- Great tool to listen to events and act on them - Multiple features around automatic conversations or messages with custom conditions

- Conversations and ticketing in general is average but not great (better conversation view for a given user, regroup easily tickets, CRM-like capabilities)

Hi Olivier, Thank you for taking the time to leave us this review and I'm glad to hear you're seeing success with our Marketing solutions. I've sent your feedback on our Support solutions through to that product team as they really value these insights. If you would like to add any more context and detail to this please do get in touch :) Kate (Intercom - Customer Engagement)

Mobile friendlyAbility to turn on and off the availability of a person and reassigning the chatsCreating groups of chatsSends instant notificationAbility to integrate with various tools - Gmail, ticketing software and CRM's

Lack of own ticketing featureThere are bugs in the with data missing with CRM integrationsTracking down or search old conversations are difficult. Poor search feature

Intercom enable us easily generate sales leads and trigger web visitors to take action via targeted chat and in-app messages triggered by duration ,website or app location and past user behavior. Intercom integrates perfectly with Crm solutions like Salesforce ,even though it is almost like a CRM in itself.

We have had complaints from web visitors in time past of them attempting to send us messages when we are offline and the message failing to send through. This happen on rare occasions but I can confirm it does.

Direct integration to your website or system and being able to feed data directly to intercom. You can then use that data to filter and manage customers.

They have been launching new features but it feels like they are towards the higher priced plans, which may make it expensive if you got 10k or more users.

Thanks so much for leaving us this review. It's great to hear we're delivering real value for your company and that our approach on prioritizing customers rather than tickets resonates with you. Thanks again, Kate (Intercom - Customer Engagement)

It links in well with your website and is very functional as a chat tool for individuals or teams - especially SAAS teams.

We were using it as our sole CRM and it was probably not ever intended for this - as a result we found it quite difficult and limited.

Hi Justin, Thank you for taking the time to leave us this review. I'm glad to hear you enjoyed using our messenger on your website. I'd love to dig into your feedback on our CRM solution a bit more so I can pass it on to our product team. If you have any more detail on the limitations you encountered please do send it on to me. Thanks, Kate (Intercom - Customer Engagement)

Everything, I love everything! Its such a powerful tool for our support, our knowledge base, profiling our clients, a smart CRM and more!

I just wish segments in the product would also save the columns I have open at the time , this would allow much more flexible reporting.

I haven’t used it much but yeah if you are new into the business and want to start with initial CRM, this one is preferably good

Needs much more improvisation in terms of features like market insights, ICP, lead generation.

Hi Munsaf - thank you for leaving us this review and for your feedback. I'll be make sure to share it with the relevant folks here. I really appreciate you taking the time to write this. Kate (Intercom, Customer Advocacy)

I love the backend of Intercom. Amazingly powerful CRM features. I love the frontend of Intercom. A friendly CTA opens on first page load which collapses into a widely recognised chat icon.

The cost. Intercom is not cheap, and quite expensive.

Really good live chat functionality with the ability to pull in custom parameters from all our customers. The ability to add in other team members at any point (e.g. when escalating an issue) is great.

Other than live chat, Intercom doesn't feel like it offers much. As a CRM it's very lacking - a dedicated CRM tool is a must for any serious business. As a helpdesk, a self-hosted helpdesk on your site is more customizable and effective than using Intercom's. Another issue is that customers see Intercom as live chat when in reality it's an email replacement for us, but it allows no way to communicate that. Customers expect an instant response 24/7, even when our support teams are offline, and can become frustrated by this.

I like how this is very universal and easy to communicate with others. It is seamlessly on any website and you can communicate very quickly.

I find it difficult to respond to others messages when using it in the sense that I wish it was more integrated into other applications. I know for example HubSpot allows you to respond on a Slack channel. If this is a feature, i do not know about it. They probably make people pay a higher price too

Thanks for taking the time to leave us this review Steven, and for letting us know how easy you've found it to message customers with Intercom. Thank you for your feedback too. Our current Slack integration does allow you to reply directly from Slack so please contact the team via the messenger if you're having problems with that. Thanks again, Kate (Intercom - Customer Experience)

Intercom puts our customers chat and email messages together ,making it easier to follow our clients conversation history with the helpdesk team. This tool also makes it super easy to add my team members into conversations (email/chat) with our clients ,simply by typing their name . Is backed by an intuitive user interface ,making it very easy to get around even for first time users.

Over the last two year ,Intercom has focused on releasing regular new features without perfecting their effectiveness. Thus, Intercom is currently in between being an helpdesk tool and a CRM : without it actually fully getting the job done in both markets.