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Intercom Customer Communications Platform vs NetSuite CRM+ comparison

Intercom and NetSuite are both solutions in the CRM category. Intercom is ranked #29 with an average rating of 9.0, while NetSuite is ranked #39 with an average rating of 6.5. Intercom holds a 0.3% mindshare in CRM, compared to NetSuite’s 0.7% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 66% of NetSuite users who would recommend it.
Intercom Customer Communica...
Read 2 Intercom Customer Communications Platform reviews
  • 136 Views
  • 63 Comparison Views
100% willing to recommend
NetSuite CRM+
Read 4 NetSuite CRM+ reviews
  • 322 Views
  • 179 Comparison Views
66% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 20, 2025

NetSuite CRM+ and Intercom Customer Communications Platform compete in CRM solutions. Intercom is perceived as superior due to its advanced features which offer strong customer engagement.

Features: NetSuite CRM+ includes sales force automation, marketing automation, and customer service management. Intercom includes messaging capabilities, automation tools, and customer segmentation features.

Ease of Deployment and Customer Service: NetSuite CRM+ has a traditional deployment model suitable for larger organizations and provides extensive customer support and training resources. Intercom offers a modern, flexible deployment with intuitive design allowing for quicker adoption and is known for responsive customer service.

Pricing and ROI: NetSuite CRM+ provides cost-effective pricing for budget-conscious businesses but might require more time for ROI due to setup complexity. Intercom has a higher upfront cost but delivers quicker ROI with seamless integration and effective engagement tools.

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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
29th
Average Rating
9.6
Reviews Sentiment
7.7
Number of Reviews
2
Ranking in other categories
CRM Customer Engagement Centers (12th), Social CRM (6th)
NetSuite CRM+
Ranking in CRM
39th
Average Rating
7.0
Reviews Sentiment
7.5
Number of Reviews
4
Ranking in other categories
Opportunity Management (13th)
 

Mindshare comparison

As of June 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 NetSuite CRM+ is 0.7%, down from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

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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Greg Jacob - PeerSpot reviewer
Streamlines collaboration across teams and has a straightforward setup process
The platform initiates a series of processes to complete the sale, which may involve ordering equipment, providing services, and tracking necessary activities. The feature that has been most effective in improving sales performance is its alignment with the ordering team. Compared to my experience working with HubSpot, which excelled in presales and marketing but lacked integration with ERP and post-sales processes, NetSuite CRM+ stands out for its ability to streamline collaboration and information sharing across teams. It facilitates post-sales engagement by effectively providing visibility into the bill of materials and assigning responsibilities. The platform is not highly customizable like Salesforce. However, it offers sufficient flexibility for our requirements. I can easily create different views and reports and add widgets to my home screen as needed. I rate it an eight out of ten.
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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 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."
"NetSuite CRM+ helps us provide customer support and track schedules for field service."
"Very scalable solution that provides customer relationship management, sales, and marketing functions. It's very straightforward to set up, and it supports multi-subsidiary organizations."
"We use the product for standard CRM functions like email marketing, account management, scheduling customer profiles, and marketing materials, and for integration with the Suite Commerce."
"The feature that has been most effective in improving sales performance is its alignment with the ordering team."
 

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."
"The product or service could be improved by incorporating AI functionality to provide intuitive assistance."
"The product needs to improve the warehouse management feature."
"NetSuite's field service automation should be updated. We should be able to fully automate the assignment of service orders to technicians."
"What could be improved in NetSuite CRM+ is its UI, because it's ugly. When you compare it to the Salesforce UI, the UI in Salesforce, particularly its reporting, looks better."
 

Pricing and Cost Advice

Information not available
"It ultimately depends on the features and functionalities required for your specific use case."
"Compared to other tools, you have to pay for the NetSuite CRM+ module itself. You will pay a recurring fee regardless of how many users you have, then you will pay a fee per user, per month. Its cost is not a licensing cost per user, but a module cost and a user cost."
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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?
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.
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What do you like most about NetSuite CRM+?
The feature that has been most effective in improving sales performance is its alignment with the ordering team.
See all answers
What is your experience regarding pricing and costs for NetSuite CRM+?
In terms of competitiveness, both NetSuite and HubSpot may offer different pricing tiers and packages to cater to various budgets and preferences. HubSpot tends to be less expensive than other opti...
See all answers
What needs improvement with NetSuite CRM+?
The product or service could be improved by incorporating AI functionality to provide intuitive assistance. There may be room for enhancement in tracking historical contacts from a sales perspectiv...
See all answers
 

Comparisons

No data available
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Siebel CRM vs NetSuite CRM+
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Salesforce Sales Cloud vs NetSuite CRM+ Logo
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Compared 27% of the time
More NetSuite CRM+ Competitors
 

Product Reports

Buyer's Guide
CRM Customer Engagement Centers
June 2025
Intercom Customer Communications Platform reportDownload Intercom Customer Communications Platform product report
Buyer's Guide
CRM
June 2025
NetSuite CRM+ reportDownload NetSuite CRM+ product report
 

Also Known As

Intercom
No data available
 

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
NetSuite CRM+ delivers powerful Customer Relationship Management (CRM) capabilities, including Sales Force Automation (SFA), marketing automation, customer support and service, ecommerce and flexible customization, all in a single cloud CRM solution. And unlike typical CRM solutions, NetSuite CRM+ includes powerful sales performance management, order management and partner management.
NetSuite
 

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship
2Pure, Accuvant, Adtegrity, Advantage Sign Supply, Bonneville Environmental Foundation, CallidusCloud, Capitol Coffee Systems, Cardinal Path
Buyer's Guide
CRM
June 2025
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