Intercom Customer Communications Platform vs Pipedrive comparison

Intercom and Pipedrive are both solutions in the CRM category. Intercom is ranked #29 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 2 Intercom Customer Communications Platform reviews

136 Views
63 Comparison Views

100% willing to recommend

Pipedrive

Read 13 Pipedrive reviews

663 Views
247 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: June 2025).

Buyer's Guide

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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

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)

Pipedrive

Ranking in CRM

16th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Local Government CRM (7th), Opportunity Management (2nd), Sales Force Automation (7th)

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 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

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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Willem Lambrechts

Managing Director at Drebbel

Offers the ability to create multiple pipelines and the flexibility in filtering and reporting

We do a lot of analytics and reporting ourselves. We don't necessarily use all the features that Pipedrive provides, but it's very helpful at least. It has streamlined our deal-closing process. We use it for everything. When we create a lead, we put it into Pipedrive. That lead can be converted into an opportunity, which we manage through our whole pipeline. This includes having all data related to the opportunity in one place. Once the deal is closed, we use Pipedrive to follow up on the invoices until they are paid. We also manage sales commissions and payments to our salespeople through Pipedrive.

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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."

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

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

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

"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."

"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."

"It's very flexible and we can really fit it into our business model."

"The solution is very stable."

More Pipedrive pros

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."

"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."

"Pipedrive could be more efficient. I want the management to be more transparent so it's easier to monitor the sales team's activities and results and do business forecasting. It would help them to improve the quality of the sales cycle."

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

"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."

"We are using the lowest version of it. As we become more sophisticated, we might outgrow the tool, but there are features that are available in the higher-level versions, which I'm unfamiliar with, that might be able to meet the needs we would have in the future. They can maybe add some of the features to the basic version or make it more reasonably priced or free."

"Reporting capabilities of the solution could be improved."

"The platform could be even more robust."

More Pipedrive cons

Pricing and Cost Advice

Information not available

"Pipedrive is relatively more affordable than other solutions."

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

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

"The product is expensive but provides valuable services."

"Pipedrive is the most cost-effective in terms of the balance between cost and features. I would take Pipedrive over HubSpot or Zoho CRM. It's well-positioned on the market."

"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 solution is affordable."

"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."

More Pipedrive pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Educational Organization

36%

Computer Software Company

Government

Manufacturing Company

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.

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

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

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Product Reports

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CRM Customer Engagement Centers

June 2025

Intercom Customer Communications Platform report

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Buyer's Guide

Pipedrive

June 2025

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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

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: June 2025.

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