Intercom Customer Communications Platform vs Kapture CRM comparison

Intercom and Kapture CRM are both solutions in the CRM category. Intercom is ranked #25 with an average rating of 9.5, while Kapture CRM is ranked #57. Intercom holds a 0.3% mindshare in CRM, compared to Kapture CRM’s 0.3% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 100% of Kapture CRM users who would recommend it.

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

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163 Comparison Views

100% willing to recommend

Kapture CRM

Read 1 Kapture CRM review

235 Views
132 Comparison Views

100% willing to recommend

Intercom Customer Communica...

Kapture CRM

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Executive SummaryUpdated on Apr 20, 2025

Kapture CRM and Intercom Customer Communications Platform are competing products in the customer relationship management space. Intercom seems to have the upper hand due to its comprehensive features, making it a strong contender despite Kapture's competitive pricing and customer support.

Features: Kapture CRM is recognized for its robust lead management, detailed reporting, and customizable dashboards. Intercom is noted for advanced messaging capabilities, integrations, and automated workflows.

Ease of Deployment and Customer Service: Kapture CRM provides a streamlined deployment process with personalized support for easy setup. Intercom offers a user-friendly deployment model with extensive customer service options, including onboarding and training resources.

Pricing and ROI: Kapture CRM provides a cost-effective solution for budget-conscious businesses with a quick return on investment. Intercom requires a higher initial investment but justifies this cost through enhanced productivity and long-term benefits.

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

Buyer's Guide

CRM

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

Intercom Customer Communica...

Ranking in CRM

25th

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (10th), Social CRM (6th)

Kapture CRM

Ranking in CRM

57th

Average Rating

10.0

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

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

CRM

Featured Reviews

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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Mani Kandan

SEO Analyst at AMC Square IT Services

The software can be easily accessed and operated with minimal training

It provides seamless omnichannel support for easily identifying the source of leads which saves a lot of time. Not many companies offer omnichannel support. The software sends automated messages for customers' birthdays and anniversaries. Our customers love it. My company benefited from the…

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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 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."

"The software sends automated messages for customers' birthdays and anniversaries."

"The software can be easily accessed and operated with minimal training. All our employees are able to use the software without much practice."

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."

"While generating graphical representations, the software got hung."

"One or two leads may go missing due to downtime."

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Questions from the Community

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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July 2025

Intercom Customer Communications Platform report

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CRM

July 2025

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Also Known As

Intercom

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Overview

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

Kapture CRM is a business automation platform for Customer service & sales. With omnichannel support, knowledge base & easy to use clean user interface, boost agent productivity & reduce response time. It also includes features like Auto Assign tickets, Interaction history, Call recording, custom roles & permissions, churn 500+ reports. It is fully configurable with your workflow. Kapture has a self-service portal & AI-powered chat to help building sustainable relationships with customers.

Kapture CRM

Sample Customers

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

Bigbasket

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

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