HubSpot CRM vs Intercom Customer Communications Platform comparison

HubSpot and Intercom are both solutions in the CRM category. HubSpot is ranked #6 with an average rating of 8.4, while Intercom is ranked #29 with an average rating of 9.0. HubSpot holds a 2.4% mindshare in CRM, compared to Intercom’s 0.3% mindshare. Additionally, 98% of HubSpot users are willing to recommend the solution, compared to 100% of Intercom users who would recommend it.

HubSpot CRM

Read 48 HubSpot CRM reviews

988 Views
580 Comparison Views

98% willing to recommend

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

136 Views
63 Comparison Views

100% willing to recommend

HubSpot CRM

Intercom Customer Communica...

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Executive SummaryUpdated on Apr 20, 2025

HubSpot CRM and Intercom Customer Communications Platform are rival products in the arena of customer management and communication tools. HubSpot CRM seems to have an edge with its cost-effectiveness and strong support, while Intercom shines with advanced communication features, appealing to users who prioritize interactive capabilities.

Features: HubSpot CRM includes CRM functionalities, marketing automation tools, and sales pipeline management. It provides insightful analytics to aid decision-making. Intercom focuses on messaging capabilities, offering live chat and personalized interaction options, enhancing user engagement.

Ease of Deployment and Customer Service: HubSpot CRM facilitates straightforward deployment with dedicated support, ensuring smooth onboarding. Intercom allows flexible deployment with live assistance, aiding effective setup and usage. Both platforms ensure a seamless start, with HubSpot noted for helpful customer service and Intercom catering to those seeking a dynamic setup.

Pricing and ROI: HubSpot CRM attracts budget-conscious buyers with competitive pricing and favorable ROI. Intercom may involve higher initial setup costs but provides substantial ROI due to its communication functionalities. HubSpot offers cost advantages; however, Intercom justifies its pricing through its feature-rich platform, offering long-term value for those focused on premium tools.

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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

HubSpot CRM

Ranking in CRM

6th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

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 HubSpot CRM is 2.4%, 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

Charles Dickens

President at iCIO, Inc

Effortlessly manage relationships with seamless contact data integration

The primary area to improve is creating deployable packages. When I buy into HubSpot, I have a list of checks, however, I am left to figure out how to use it. I start with a budget, and it's just a persistent sales demand. HubSpot should establish some pre-deployable packages that, when contracted, offer basic functionality. It is important to be clear about what it doesn't provide or what else is needed. I can outfit myself with my own tools or other options as I evaluate the board. They are building businesses for themselves. However, there's always a limiting function encountered. Understanding limitations upon entry would be beneficial so I don't constantly stumble upon unknown constraints. A package covering everything in a particular area without requiring the entire purchase would be excellent.

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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.

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Quotes from Members

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

Pros

"The solution's greatest value lies in its online capability in terms of web content creation."

"It's highly reliable, and the flexibility it offers is noteworthy."

"The most valuable feature for me is when I encounter a company or a person, I can drop in their URL, and it pre-populates various details like address information and other contacts they might have."

"The interface is good."

"It's fairly simple to use. For configuration, it provides quite a bit of information to the salespeople at the fingertips."

"HubSpot CRM helps our company to organize and track a high number of leads easily."

"The solution is easy to use for anyone, integrates well with email, has simple node management, and has good tracking lead features."

"The best thing about HubSpot is its clear workflow. Anyone can understand the flows of your contacts, your emails, their delivery dates, and the reasons behind their movements."

More HubSpot CRM pros

"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."

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

Cons

"Right now, HubSpot CRM fills my needs. The solution is good for marketing, and you can schedule when you want your ads and your emails to be sent out to your clients. You can track your client pipeline, you can see who viewed your messages and who hasn't, etc. I feel that HubSpot CRM is adequate for my need, but if the solution has the functionality of not needing to input your password every single time you log into the platform, then that would make it better. If that could be incorporated into the new version of HubSpot CRM, then the solution would go a long way."

"Invoices were the thing we were thinking should be part of the solution, and that's been added now."

"HubSpot CRM integration needs improvement."

"They are trying to make it better by adding agent.ai to HubSpot, however, it's in a very early stage."

"There is a limitation with the integration with other tools or workflows."

"The solution's email capabilities could be improved."

"This solution could be easier to use. You really have to be hands on in the beginning as its an in depth solution. It takes some time to learn how it works before you can start using it."

"The mobile application for HubSpot CRM could improve. There are a lot of weaknesses and limitations. Salesforce.com's mobile application is much better."

More HubSpot CRM cons

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

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

Pricing and Cost Advice

"It's in the upper range. If 10 represents the most expensive, I'd rate it a 7 out of 10. Its price also depends on the size of your team."

"There are a few licensing payment models, such as annual or monthly. The solution is modular, which means that if you need a specific capability or function within the organization, you can purchase it specifically and you don't have to purchase something that is only utilized by 20 percent of the organization."

"I do not recall the particulars of the licensing fees."

"The cost of HubSpot CRM is less than the cost of Freshsales."

"The price of the solution could improve because it is expensive."

"The pricing for this solution is user based. We're paying $39 to $45 per user."

"HubSpot CRM is affordable."

"There is a cost for the solution. However, I am not aware of the price."

More HubSpot CRM pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

15%

Comms Service Provider

12%

Government

11%

Financial Services Firm

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 HubSpot CRM?

The best thing about HubSpot is its clear workflow. Anyone can understand the flows of your contacts, your emails, their delivery dates, and the reasons behind their movements.

See all answers

What is your experience regarding pricing and costs for HubSpot CRM?

The cost is about the same price, currently charged monthly.

See all answers

What is your primary use case for HubSpot CRM?

I primarily use the solution for CRM.

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

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Compared 15% of the time

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Compared 15% of the time

Bigin by Zoho CRM vs HubSpot CRM

Compared 12% of the time

Affinity vs HubSpot CRM

Compared 9% of the time

More HubSpot CRM Competitors

No data available

Product Reports

Buyer's Guide

HubSpot CRM

June 2025

Download HubSpot CRM 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

HubSpot CRM is a comprehensive customer relationship management software that helps businesses manage their sales, marketing, and customer service activities. It offers a wide range of features, including contact management, email tracking, deal tracking, and task management.

With its intuitive interface and easy-to-use tools, HubSpot CRM allows users to streamline their sales processes, track customer interactions, and improve overall productivity. It also integrates seamlessly with other HubSpot products, such as marketing automation and customer service, providing a complete solution for businesses of all sizes.

Whether you're a small startup or a large enterprise, HubSpot CRM can help you organize and grow your customer relationships.

HubSpot

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

digimind, easyrecrue, software2, subaru, suzuki

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.

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