Intercom Customer Communications Platform vs Qualtrics XM Platform comparison

Intercom and Qualtrics are both solutions in the Social CRM category. Intercom is ranked #6 with an average rating of 9.0, while Qualtrics is ranked #3 with an average rating of 8.8. Intercom holds a 2.8% mindshare in SC, compared to Qualtrics’s 4.5% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 100% of Qualtrics users who would recommend it.

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

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38 Comparison Views

100% willing to recommend

Qualtrics XM Platform

Read 14 Qualtrics XM Platform reviews

81 Views
28 Comparison Views

100% willing to recommend

Intercom Customer Communica...

Qualtrics XM Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 20, 2025

Intercom and Qualtrics XM Platform are in the customer communications and experience management category. Intercom is favored for its pricing and customer service, offering immediate communication solutions, while Qualtrics is recognized for its superior features and data-driven insights.

Features: Intercom provides live chat, automated messaging, and business messenger capabilities, focusing on direct communication and customer engagement. Qualtrics delivers advanced survey management, extensive analytics, and research capabilities, emphasizing data-driven insights.

Ease of Deployment and Customer Service: Intercom's deployment is straightforward with excellent customer support, making it ideal for quick setup. Qualtrics, being more feature-rich, requires a more complex setup with a higher degree of technical support.

Pricing and ROI: Intercom offers competitive pricing with quicker ROI due to lower setup costs and fast deployment benefits. Qualtrics, while more expensive, promises high ROI through comprehensive features and robust data analytics.

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

Buyer's Guide

Social CRM

May 2025

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Helped 859,129 peers since 2012

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 Social CRM

6th

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (12th), CRM (29th)

Qualtrics XM Platform

Ranking in Social CRM

3rd

Average Rating

8.8

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

Customer Experience Management (1st), Survey Software (1st), Customer Feedback Management (1st), Product Management Software (2nd)

Mindshare comparison

As of June 2025, in the Social CRM category, the mindshare of Intercom Customer Communications Platform is 2.8%, up from 2.6% compared to the previous year. The mindshare of Qualtrics XM Platform is 4.5%, up from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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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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VinayakMishra

Technology Consultant at Zill Consulting

Workflows are very good, integrate with a lot of things and effective real-time feedback mechanism

There is a lot to improve in Qualtrics. 1. The dashboard is quite slow compared to other dashboards like Power BI and Tableau. The attractiveness of the dashboard also needs work. For example, if I want to move widgets from one page to another, I have to do it one by one. If there are many widgets, I cannot multi-select and move them. 2. In workflows, they can be categorized into folders. Currently, there is no folder structure. So, Qualtrics should introduce folders where you can put multiple workflows in one place. 3. Qualtrics can also introduce AI features to suggest how to build a survey. For example, if I make a grammatical error or if I input a query that a client is looking for a particular kind of survey with a specific use case, it should automatically suggest some templates for building a survey. There are a lot of things they can improve on. These are just a few.

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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."

"Its comprehensive features and ease of use make it a valuable tool for efficient data management and analysis, contributing significantly to our organization's operations."

"Its flexibility allows for easy adjustments to subscriptions, which contributes to user satisfaction"

"The tool's most valuable feature is its simplicity and standardization. The consistent look and feel across surveys make it easy to use and provide a sense of simplicity. Once I've navigated through it for one survey, I feel confident I can efficiently handle the next hundred surveys. The intuitive interface contributes to the overall ease of use."

"Workflows are very powerful. There are a lot of good things, but I feel workflows are the best."

"We can integrate data and run an algorithm."

"The solution has other extra features, like Stats iQ, Text iQ, and Predict iQ."

"Text iQ is a great feature."

"The most valuable feature of Qualtrics Customer XM is the survey, which is very user-friendly and designed as a drag-and-drop item."

More Qualtrics XM Platform pros

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."

"It needs to focus more on broader CX programs and customer experience."

"It is not easy to implement."

"Certain limitations could be addressed in the product. For example, when implementing surveys for diverse product ranges or categories, the platform needs help to adjust questions based on user responses dynamically."

"I suggest to the Delighted by Qualtrics development or R & D team to consider incorporating advanced AI capabilities into their platform. In the current trend where AI is being integrated into various tools, introducing features that enable users to generate surveys efficiently through conversational interfaces or minimal instructions would be a significant advancement."

"The process of creating, updating, and importing participants needs to be more flexible"

"Sometimes, a lot of emails bounce back during email distribution."

"Most of the improvements made constantly cause some friction in the platform."

"The solution is expensive. It needs to improve the server builder, which can help it do impressive research. When I mention that the server builder can improve, I'm referring to the ease of performing tasks like implicit association testing. While it's possible to do these tasks in Delighted by Qualtrics, it's not as straightforward to create them. Additionally, there are different tiers of features based on the payment plan. As a collaborator, I may not completely oversee all the features available."

More Qualtrics XM Platform cons

Pricing and Cost Advice

Information not available

"We need to pay a yearly licensing fee for Qualtrics Customer XM, which is expensive."

"The solution is fairly expensive, but it would be money well spent."

"Some clients felt that this product was expensive when the sales team tried to sell it to them."

"Pricing depends upon the different kinds of use cases."

"The product is not cheap."

"Delighted by Qualtrics is more expensive than the competitor solutions"

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Top Industries

By visitors reading reviews

No data available

University

14%

Computer Software Company

12%

Government

10%

Educational Organization

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 Delighted by Qualtrics?

The tool's most valuable feature is its setup process. I find it intuitive, especially regarding tasks like randomization and survey logic. Delighted by Qualtrics is intuitive compared to many comp...

See all answers

What is your experience regarding pricing and costs for Delighted by Qualtrics?

Delighted by Qualtrics is more expensive than the competitor solutions. In my personal experience, even if I imagine that we have a partner running the solution on our behalf, internal resources wi...

See all answers

What needs improvement with Delighted by Qualtrics?

The process of creating, updating, and importing participants needs to be more flexible in Delighted by Qualtrics. When a new user needs to be added into the system, for instance, if someone joined...

See all answers

Comparisons

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Product Reports

Buyer's Guide

CRM Customer Engagement Centers

June 2025

Intercom Customer Communications Platform report

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Buyer's Guide

Qualtrics XM Platform

June 2025

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Also Known As

Intercom

Delighted by Qualtrics, Qualtrics Customer XM, Qualtrics Core XM,

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

Qualtrics XM Platform is essential for managing customer and employee experiences through surveys and feedback. It supports market research, employee engagement, and education across industries, facilitated by intuitive survey and data analysis tools.

Organizations efficiently use Qualtrics XM Platform to gather and analyze feedback for enhancing customer and employee experiences. The platform supports a range of applications from customer satisfaction, NPS, and website interaction to employee engagement and market research. Prebuilt integrations and AI-driven insights facilitate data collection and analysis, allowing departments to focus on productivity and content effectiveness. Despite its flexibility, some users note challenges with survey dynamics, data migration, and integration, highlighting potential areas for improvement.

What are the key features of Qualtrics XM Platform?

Survey Creation: Offers a user-friendly drag-and-drop interface for easy survey building.
Integration: Provides prebuilt integrations to enhance actionable feedback collection.
Text iQ: Delivers advanced text analysis to detect sentiments.
AI-driven Insights: Enables effortless data collection and analysis.
Flexible Workflows: Integrates seamlessly with CRM tools to automate workflows.
Real-time Dashboards: Offers visual data representation to simplify decision-making.

What ROI and benefits should users focus on in reviews?

Ease of Use: Simplifies complex survey tasks for non-IT personnel.
Data Visualization: Provides real-time insights for strategic planning.
HR Enhancements: Improves HR processes through automated notifications.
Survey Logic: Allows customization to fit diverse needs.

In industries like retail, finance, and education, Qualtrics facilitates data collection through customizable surveys and dashboards. Retailers analyze feedback on purchases, financial institutions assess call center productivity, and educators explore student engagement. The platform's adaptability supports diverse industry needs, despite the need for enhancements in certain features.

Qualtrics

Sample Customers

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

Aetna, 1 800 Contacts, GE

Find out what your peers are saying about Sprinklr, Salesforce, Qualtrics and others in Social CRM. Updated: May 2025.

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