HubSpot CRM vs Intercom Customer Communications Platform comparison

HubSpot and Intercom are both solutions in the CRM category. HubSpot is ranked #5 with an average rating of 8.4, while Intercom is ranked #26 with an average rating of 9.5. HubSpot holds a 2.5% 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

1,132 Views
1,041 Comparison Views

98% willing to recommend

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

306 Views
187 Comparison Views

100% willing to recommend

HubSpot CRM

Intercom Customer Communica...

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Executive SummaryUpdated on Jul 27, 2025

HubSpot CRM and Intercom Customer Communications Platform compete in the realms of CRM functionalities and customer communications. HubSpot has an advantage in support and pricing, while Intercom stands out with its feature-rich communication platform.

Features: HubSpot CRM focuses on contact management, sales automation, and robust reporting, ideal for sales teams. Intercom specializes in real-time messaging, chatbots, and personalized customer interactions to enhance engagement.

Ease of Deployment and Customer Service: Intercom ensures efficient deployment with a straightforward installation process and solid support. HubSpot combines user-friendly setup with extensive resources and responsive service.

Pricing and ROI: HubSpot CRM presents competitive pricing with flexible tiers, offering favorable ROI for CRM seekers. Intercom's higher cost is justified by powerful tools, delivering substantial ROI for companies focused on customer interactions.

To learn more, read our detailed HubSpot CRM vs. Intercom Customer Communications Platform Report (Updated: July 2025).

Buyer's Guide

HubSpot CRM vs. Intercom Customer Communications Platform

July 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

5th

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

26th

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (9th), Social CRM (6th)

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of HubSpot CRM is 2.5%, up from 1.8% 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 best feature in HubSpot CRM for us is the custom objects that we integrated. This allows us to include more information on the contact profile, company profile, and other details, making it easier for our staff to have all the necessary information before contacting our customers.Additionally, having all this information in a centralized place is highly beneficial for us."

"The ability to track revenue and complete forecasting has been the most valuable feature."

"The setup is very easy."

"I like how you can track one account from marketing to closing the deal. For example, suppose you generated a lead through marketing, you can then track it through to when the deal is closed."

"The ease of having everything in one place is valuable."

"The calling option from any region is beneficial."

"The reporting is very flexible."

"HubSpot CRM has the most reliable and user-friendly options."

More HubSpot CRM 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

"There is no option to remove duplicate constant contacts."

"I would need to try the product again to refresh my knowledge and give a recommendation."

"HubSpot CRM should include better scanning of business cards and getting content in."

"The response time is slow. It takes time for them to come back with solutions."

"HubSpot CRM could improve by reducing the price."

"An area to be improved in HubSpot CRM is its customization capabilities."

"When the system fails to load data, the error messages are not user-friendly and can be confusing."

"The initial setup could be faster as it currently takes a lot of time."

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

"If one is a low price and ten is a high price, I rate the pricing as a five. HubSpot CRM is much more expensive than Salesforce. My company probably pays around 40 USD per user monthly."

"HubSpot CRM has a free version, which is why small companies prefer it. The paid version of this software needs to be priced better."

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

"Pricing is based on the number of users."

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

"We use a paid version of Hubspot and we have an annual license."

"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."

"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

13%

Comms Service Provider

11%

Performing Arts

11%

Wholesaler/Distributor

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 use Segment, mainly Segment. We use CRM, usually HubSpot CRM. Some clients use HubSpot CRM and Zoho CRM. Different clients use different kinds of CRM, but we don't use them. We mostly focus on ma...

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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.

See all answers

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...

See all answers

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...

See all answers

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Compared 100% of the time

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Product Reports

Buyer's Guide

HubSpot CRM

August 2025

Download HubSpot CRM product report

Buyer's Guide

CRM Customer Engagement Centers

August 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

Buyer's Guide

HubSpot CRM vs. Intercom Customer Communications Platform

July 2025

Free Report: HubSpot CRM vs. Intercom Customer Communications Platform

Find out what your peers are saying about HubSpot CRM vs. Intercom Customer Communications Platform and other solutions. Updated: July 2025.

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