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Emplifi Social Marketing Cloud vs Intercom Customer Communications Platform comparison

Emplify and Intercom are both solutions in the Social CRM category. Emplify is ranked #13, while Intercom is ranked #6 with an average rating of 9.5. Emplify holds a 2.1% mindshare in SC, compared to Intercom’s 2.9% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution.
Emplifi Social Marketing Cloud
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Intercom Customer Communica...
Read 2 Intercom Customer Communications Platform reviews
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  • 98 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 20, 2025

Intercom Customer Communications Platform and Emplifi Social Marketing Cloud are competing products in customer communication and social marketing. Intercom has the edge with pricing and customer support being more attractive.

Features: Intercom enhances direct communication through automation for customer support, integrated chatbots, and targeted messaging. Emplifi caters to social marketing needs with advanced social media analytics, influencer performance tracking, and content publishing tools.

Ease of Deployment and Customer Service: Intercom offers swift deployment with minimal setup and robust customer service. Emplifi involves a more complex setup process, and although its customer service is commendable, it has longer response times.

Pricing and ROI: Intercom provides competitive pricing with scalable options, offering higher ROI due to lower initial setup costs and effective communication tools. Emplifi requires a higher initial investment with promising returns for full-featured social marketing tool users.

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Social CRM
June 2025
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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

Emplifi Social Marketing Cloud
Ranking in Social CRM
13th
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
No ranking in other categories
Intercom Customer Communica...
Ranking in Social CRM
6th
Average Rating
9.6
Reviews Sentiment
7.7
Number of Reviews
2
Ranking in other categories
CRM Customer Engagement Centers (10th), CRM (25th)
 

Mindshare comparison

As of July 2025, in the Social CRM category, the mindshare of Emplifi Social Marketing Cloud is 2.1%, down from 2.3% compared to the previous year. The mindshare of Intercom Customer Communications Platform is 2.9%, up from 2.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Social CRM
 

Featured Reviews

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Kumar Abhishek Anand - PeerSpot reviewer
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.
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Questions from the Community

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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.
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What needs improvement with Intercom Customer Communications Platform?
For the Intercom Customer Communications Platform, we are updating our knowledge base to help the AI read more proactively. It would be beneficial if there was a way to train the AI to better under...
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What is your primary use case for Intercom Customer Communications Platform?
When asked about AI tools and AI coding tools, we were using ChatGPT until recently. We switched to GitHub Copilot, which we have integrated into our IDE for software development purposes. Regardin...
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Comparisons

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Product Reports

Buyer's Guide
Social CRM
June 2025
Emplifi Social Marketing Cloud reportDownload Emplifi Social Marketing Cloud product report
Buyer's Guide
CRM Customer Engagement Centers
July 2025
Intercom Customer Communications Platform reportDownload Intercom Customer Communications Platform product report
 

Also Known As

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Intercom
 

Overview

Deliver authentic content at scale and boost engagement across your social media channels with best-in-class social media management tools and AI-powered capabilities.

Emplify

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

Information Not Available
Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship
Buyer's Guide
Social CRM
June 2025
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