Bitrix24 vs Intercom Customer Communications Platform comparison

Bitrix24 and Intercom are both solutions in the CRM category. Bitrix24 is ranked #17 with an average rating of 7.7, while Intercom is ranked #29 with an average rating of 9.0. Bitrix24 holds a 2.1% mindshare in CRM, compared to Intercom’s 0.3% mindshare. Additionally, 90% of Bitrix24 users are willing to recommend the solution, compared to 100% of Intercom users who would recommend it.

Bitrix24

Read 20 Bitrix24 reviews

779 Views
504 Comparison Views

90% willing to recommend

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

136 Views
63 Comparison Views

100% willing to recommend

Bitrix24

Intercom Customer Communica...

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Apr 20, 2025

Bitrix24 and Intercom compete in customer relationship management and communication solutions. Intercom has the upper hand in advanced communication features, while Bitrix24 offers strong value with competitive pricing and comprehensive support.

Features: Bitrix24 includes an integrated CRM, task management, and social collaboration tools for an all-in-one business operations solution. Intercom offers sophisticated in-app messaging, automation features, and API integrations for enhanced customer interaction.

Ease of Deployment and Customer Service: Bitrix24 provides various hosting options and user-friendly deployment with ongoing support. Intercom's deployment requires structured setup but features comprehensive onboarding and post-deployment support services.

Pricing and ROI: Bitrix24 is budget-friendly with multiple tiers for flexible cost management, appealing to small to medium enterprises for quick ROI. Intercom has a higher initial setup cost but offers greater ROI through features enhancing customer satisfaction and loyalty.

To learn more, read our detailed CRM Report (Updated: June 2025).

Buyer's Guide

CRM

June 2025

Download the complete report

Helped 857,028 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Bitrix24

Ranking in CRM

17th

Average Rating

7.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Project Management Software (13th), Enterprise Social Software (9th)

Intercom Customer Communica...

Ranking in CRM

29th

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (12th), Social CRM (6th)

Mindshare comparison

As of June 2025, in the CRM category, the mindshare of Bitrix24 is 2.1%, up from 2.1% compared to the previous year. The mindshare of Intercom Customer Communications Platform is 0.3%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Abasiakama Bassey

Founder at Elxae Hub

A project management tool that offers great scalability and stability

The support provided by Bitrix24 is an area with shortcomings that needs improvement. From an improvement perspective, Bitrix24 should consider providing live and upfront support to its users, especially those who use the solution's free version. If you want someone to get on your platform for which you can't provide support, then it doesn't make that platform any different from its competitors. It would make sense to people if Bitrix24 could provide support for even their free version. It would be good if Bitrix24 added some accounting elements to the tool instead of just providing functionality related to bookkeeping alone since it can help Bitrix24 become a complete tool. During the setup phase of the solution, the tool should provide its users an option to add the accounting part, making it a complete solution.

Read full review

Kumar Abhishek Anand

Director at Revivo Technologies

Customer support has improved significantly with seamless chat integration for quick resolutions

The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality. We are able to integrate it into our application and provide support to customers directly through our application. The messenger works efficiently, allowing users to have conversations without entering their details repeatedly. There is conversation history available for each customer interaction, and they can access the help section within the chat itself. The Finn AI agent handles conversations both in chat and WhatsApp, which is particularly beneficial. Regarding automation tools, we have enabled the AI agent to answer customer queries instantly, reducing the need for constant staff presence. The AI agent quickly responds to customers and summarizes their issues, informing us when it cannot resolve a problem independently.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Bitrix24's workflow is better than that of others. The user interface is also good."

"The data entry functionality is excellent, and the pipeline views and filters are highly useful."

"Offers, a free version."

"It is a very scalable solution...The tool currently operates efficiently and contributes to our ongoing digitization efforts, including documentation and workflows."

"We use many of this solution's features for communication and for process automation. It offers more functionality than a regular CRM."

"Initially, Bitrix24 improved the way we operate because we were not previously using a CRM. Before Bitrix24, we tracked everything through Outlook. Now, we have a tool that will automatically put out reports for us."

"Collaboration and CRM are the most valuable features of Bitrix24."

"I am impressed with the solution's ability to customize workflows."

More Bitrix24 pros

"The live chat is pretty good because you can create a macro, which is a predefined input we can give customers."

"The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality, allowing users to have conversations without entering their details repeatedly."

Cons

"It's a team management tool, but the way the tasks are assigned and the way you are able to control them are lacking when compared to Asana or monday.com. The latter tools are a lot more adaptable to team management. Thus, better features to control the team are needed in Bitrix24."

"This solution was built using old technology which is now mixed with new technologies. This can make it challenging to get new features live."

"The stability could be improved."

"It would be great if colleagues could get alerts via email when they are assigned something."

"There are some bugs in the mobile system."

"Compared to Microsoft, we found Bitrix24 a little complex because it's new to us, and we don't understand it much."

"The client interface is not very user-friendly."

"Bitrix24’s interface needs to be improved."

More Bitrix24 cons

"It would be beneficial if there was a way to train the AI to better understand customer language."

"Sometimes, the solution lags and takes time to update something."

Pricing and Cost Advice

"I use the free version. I sense that my company will need a license for the solution in a few months to use some features like lead management."

"The product's pricing is okay for me. It is not expensive."

"Licenses are cheap compared to other solutions."

"Price-wise, it is a very cheap solution."

"The pricing for this program is reasonable."

"The cost is $2,500, which will be spread out over 18 to 24 months."

"We were using the free version which was really limited in terms of functionality."

"The solution's pricing is quite average and not expensive."

More Bitrix24 pricing and cost advice

Information not available

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

857,028 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

21%

Comms Service Provider

12%

Government

Retailer

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Bitrix24?

We are considering Bitrix24 as an office automation solution for our workplace productivity-related issues, project management activities, and staff tracking.

See all answers

What is your experience regarding pricing and costs for Bitrix24?

The pricing for Bitrix24 is reasonable and standardized. However, we face limitations in Venezuela, where monthly invoicing isn't available, forcing us to pay annually.

See all answers

What needs improvement with Bitrix24?

We need full ERP integration to take all our processes in one platform. Additionally, extracting data can be troublesome, as we have to use Russian APIs, which poses a security concern.

See all answers

What do you like most about Intercom Customer Communications Platform?

The live chat is pretty good because you can create a macro, which is a predefined input we can give customers.

See all answers

What needs improvement with Intercom Customer Communications Platform?

Sometimes, the solution lags and takes time to update something. If I put a specific tag on an inbound lead, it would take around five minutes for that tag to reflect throughout the solution for al...

See all answers

What is your primary use case for Intercom Customer Communications Platform?

We use the solution to capture leads and interact with them. Our company manages all the customer interactions through the solution.

See all answers

Comparisons

Odoo vs Bitrix24

Compared 25% of the time

ClickUp vs Bitrix24

Compared 13% of the time

ELMA 365 vs Bitrix24

Compared 10% of the time

Asana vs Bitrix24

Compared 8% of the time

Microsoft Dynamics CRM vs Bitrix24

Compared 7% of the time

More Bitrix24 Competitors

No data available

Product Reports

Buyer's Guide

Bitrix24

June 2025

Download Bitrix24 product report

Buyer's Guide

CRM Customer Engagement Centers

June 2025

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Also Known As

No data available

Intercom

Overview

Communication and collaboration tools
Ready for unified collaboration? Intranet, chat, videoconferencing, calendars, workspaces, documents, tasks and internal communication tools in one place!

Group task management
Collaborative task management for teams large and small. Time tracking, reminders, reporting, templates, task dependencies and more.

Bitrix24

Intercom Customer Communications Platform enhances interactions by offering robust tools designed to streamline customer engagement and support, effectively catering to modern business communication needs.

Providing a comprehensive approach to customer interaction, Intercom facilitates seamless conversation management through its adaptable suite of messaging, logistical, and analytical features. Frequently utilized for customer support and marketing, its flexibility and user-friendly design encourage efficient communication. While offering valuable insights through analytics, some users note areas for improvement in customizability and pricing models, pointing towards a potential enhancement in fine-tuning its cost-effectiveness and adaptability to diverse business strategies.

What are the standout features of Intercom?

Live Chat: Immediate customer support through real-time messaging.
Automated Bot: Streamlines inquiries by handling routine questions.
Integration Capabilities: Connects seamlessly with third-party tools.
Inbox Management: Organizes conversations for efficient response.

What benefits and ROI should users look for?

Enhanced Customer Satisfaction: Faster resolutions lead to happier clients.
Improved Team Efficiency: Automation reduces manual workload.
Actionable Analytics: Data-driven insights optimize strategies.
Scalable Solutions: Adapts to growing business demands.

Industries such as e-commerce, SaaS, and tech-driven businesses often implement Intercom for its ability to provide personalized customer journeys. Its messaging platform excels in maintaining customer relationships and resolving issues quickly, which is crucial in these fast-paced sectors.

Intercom

Sample Customers

mobilblitz Geissler & Ulrich GbR, Caloryfrio.com, k-webs, Ecuatoriana Industrial, Artistic Closets, Saigon Newport Corporation

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship

Find out what your peers are saying about Salesforce, Microsoft, SAP and others in CRM. Updated: June 2025.

DOWNLOAD NOW

857,028 professionals have used our research since 2012.

See our list of best CRM vendors.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.