Intercom Customer Communications Platform vs Pipedrive comparison

Intercom and Pipedrive are both solutions in the CRM category. Intercom is ranked #28 with an average rating of 9.0, while Pipedrive is ranked #16 with an average rating of 8.1. Intercom holds a 0.3% mindshare in CRM, compared to Pipedrive’s 1.1% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 78% of Pipedrive users who would recommend it.

Intercom Customer Communica...

Read 1 Intercom Customer Communications Platform review

101 Views
57 Comparison Views

100% willing to recommend

Pipedrive

Read 13 Pipedrive reviews

692 Views
288 Comparison Views

78% willing to recommend

Intercom Customer Communica...

Pipedrive

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Executive SummaryUpdated on Apr 20, 2025

Pipedrive and Intercom are competing in the customer interaction management category. Intercom seems to have the upper hand due to its advanced communication features, while Pipedrive's ease of use makes it appealing for sales pipeline management.

Features: Pipedrive offers sales pipeline visualization, customizable CRM tools, and task automation suitable for sales teams. Intercom provides strong messaging capabilities, live chat, and email integration, emphasizing wider communication solutions.

Ease of Deployment and Customer Service: Pipedrive is known for its quick setup and user-friendly interface, making deployment straightforward, supported by efficient customer service. Intercom may take longer to implement due to its complex configuration but provides extensive documentation and resources for a smoother onboarding.

Pricing and ROI: Pipedrive is more affordable with a quicker ROI for small to medium-sized sales teams. Intercom, while pricier, offers significant ROI through its comprehensive communication features, benefitting businesses focused on improving customer interactions.

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

Buyer's Guide

CRM

March 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

28th

Average Rating

9.0

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (12th), Social CRM (6th)

Pipedrive

Ranking in CRM

16th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Local Government CRM (5th), Opportunity Management (5th), Sales Force Automation (6th)

Mindshare comparison

As of May 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 Pipedrive is 1.1%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Karan-Singh

Account Executive at Speak Ai

A good tool that can be used to capture inbound leads and manage all customer interactions

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 all the users. If my colleague and I are using the solution simultaneously and I create a tag for a specific lead, then that tag would not be visible to my colleague for about three to four minutes. Since the solution is great at capturing leads and giving me an overview of all the people interacting with our platform, I would love to see a CRM structure created. We can create a pipeline in the solution itself, and then it can give us that CRM experience.

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Vykintas Arlauskas

CTO, Retal Group at RETAL

An easy- to- use and scalable cloud-based CRM tool for managing and tracking

I have noticed that Pipedrive is doing a lot in terms of web cybersecurity and integration with other tools, which is good. However, we haven't integrated it with our ERP system yet, so that might pose a challenge. We'll have to see how it goes. The Integration with artificial intelligence should be available in the next release. In future releases, I would like to have a highly intelligent integration service where you can easily connect PipeDrive with other tools, even if you are not a developer. Perhaps, in the future, this could be achieved through artificial intelligence.

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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."

"Pipedrive's most valuable features are that you can keep the whole information that's related to managing your sales process and you can customize it easily. The person that we have who is customizing Pipedrive is very junior in means of software development or process development. He can easily use it, anyone can use the solution. It has a very easy user interface to customize your processes and apply them to the Pipedrive process."

"Pipedrive makes it easy to understand who I'm talking to at a glance. It has all the activities, node features, opportunity interface, deal interface, and time drive deals.The sales process is extremely simple, which saves me time and energy. I can send the document for e-signature and make the most out of my deals. I can automatically send emails and phone calls. You need to do only a little API programming. It offers massive flexibility. You can run an entire enterprise on the platform. The ease of use facilitates huge adoption."

"The solution is pretty easy to use and intuitive."

"The most useful thing is the ability to create multiple pipelines and the flexibility in filtering and reporting."

"The initial setup is straightforward."

"The most valuable feature is the ability to create timelines and custom fields."

"The biggest and the best feature is the view that you get when you log in. You have a board like Kanban when you log in, and you've got a column on the left and several other columns that move to the right, depending on where you are in a particular deal. If it's a prospect or someone who is just looking, you move it along the process, and it really helps you keep track of where you are."

"The usability of the solution is its valuable feature."

More Pipedrive pros

Cons

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

"The product is expensive."

"The form builder works even though it has some shortcomings...Also, the forms don't have the ability to avoid or stop people from signing up if they don't have a corporate email."

"Pipedrive has some weaknesses against Salesforce. The documentation of Pipedrive could improve. They need more qualified documentation because I had to fix my colleague's work to correct the reports because they did not find how they can do it, or develop reports. There are some misunderstandings about how to do reporting."

"You must pay more if you need an additional feature."

"Reporting capabilities of the solution could be improved."

"New features sometimes seem bolted on rather than being smooth."

"In future releases, I would like to have a highly intelligent integration service where you can easily connect PipeDrive with other tools, even if you are not a developer."

"The tool's APIs are challenging. It should also be compliant with HIPAA, FINRA and GLBA. The data centers should be within US so that they are compliant with regulations."

More Pipedrive cons

Pricing and Cost Advice

Information not available

"The solution is affordable."

"As of now, the pricing and value are quite good."

"The solution's pricing is excellant. It costs 65 dollars a month for top tier plan."

"Pipedrive is relatively more affordable than other solutions."

"We pay $1000 a month for the tool."

"Pipedrive keeps increasing the prices, which is becoming a bit annoying. It was reasonable when we started, but now they're increasing all the time."

"On a scale of one to ten, where one is a low price, and ten is a high price, two or three. For us, everything is expensive because this is a startup, but for a normal company, it should be peanuts."

"The price of Pipedrive has been reasonable."

More Pipedrive pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Educational Organization

57%

Computer Software Company

Manufacturing Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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?

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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

What do you like most about Pipedrive?

The most valuable feature is the ability to create timelines and custom fields.

See all answers

What is your experience regarding pricing and costs for Pipedrive?

The pricing is satisfactory.

See all answers

What needs improvement with Pipedrive?

New features sometimes seem bolted on rather than being smooth.

See all answers

Comparisons

No data available

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Product Reports

Buyer's Guide

CRM Customer Engagement Centers

March 2025

Intercom Customer Communications Platform report

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Buyer's Guide

Pipedrive

April 2025

Download Pipedrive product report

Also Known As

Intercom

PipelineDeals

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

Pipedrive CRM, a SOC 2 Certified Service Provider, is built around activity-based selling. It ensures total visibility through its Pipeline Management tool with a clear visual interface that prompts you to take action, remain organized and stay in control of a complex sales process, Sales Reporting that provides visual report, understands pipeline metrics, tracks and tests sales process and shows sales split by product. Pipedrive CRM boosts productivity, optimizes the Sales Process, It has an import/export feature that safeguards against human error. It is fully customizable, has multiple usage possibilities and can automatically creates contacts in your pipeline.

Pipedrive

Sample Customers

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

Samsung, Amazon, SkyScanner, TDW, Vimeo, ReMax, Festo

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

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