Try our new research platform with insights from 80,000+ expert users

Intercom Customer Communications Platform vs Salesforce Essentials comparison

Intercom and Salesforce are both solutions in the CRM category. Intercom is ranked #29 with an average rating of 9.0, while Salesforce is ranked #15 with an average rating of 8.0. Intercom holds a 0.3% mindshare in CRM, compared to Salesforce’s 0.3% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 92% of Salesforce users who would recommend it.
Intercom Customer Communica...
Read 2 Intercom Customer Communications Platform reviews
  • 136 Views
  • 63 Comparison Views
100% willing to recommend
Salesforce Essentials
Read 14 Salesforce Essentials reviews
  • 138 Views
  • 60 Comparison Views
92% willing to recommend
 

Comparison Buyer's Guide

Download the report
Executive SummaryUpdated on Apr 20, 2025

Intercom Customer Communications Platform and Salesforce Essentials compete in the customer engagement and CRM software category. Intercom appears to have the upper hand in real-time customer engagement with its advanced messaging capabilities, whereas Salesforce Essentials shines with its all-encompassing CRM functionalities.

Features:Intercom provides real-time messaging, chat automation, and personalized customer engagements, optimized for businesses prioritizing direct communication. Salesforce Essentials integrates comprehensive CRM suites covering contact management, sales tracking, and analytics, appealing to organizations seeking enhanced customer insights.

Ease of Deployment and Customer Service:Intercom is recognized for its quick deployment with intuitive, easy-to-use tools requiring minimal technical setup, suitable for agile customer support. Salesforce Essentials offers a broader range of CRM tools but requires more time for setup due to its complexity, suggesting it's more suited for businesses prepared for detailed CRM integration.

Pricing and ROI:Intercom's pricing aligns with its messaging focus, offering cost-effective plans for businesses concentrating on customer engagement. Salesforce Essentials, although more expensive initially, offers considerable long-term value with its extensive CRM capabilities, which can potentially lead to higher ROI for businesses needing comprehensive management solutions.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed CRM Report (Updated: June 2025).
Buyer's Guide
CRM
June 2025
Download the complete report
Helped 857,028 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 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)
Salesforce Essentials
Ranking in CRM
15th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
14
Ranking in other categories
No ranking in other categories
 

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 Salesforce Essentials is 0.3%, up from 0.1% 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.
Read full review
Srini-Dhanaraj - PeerSpot reviewer
Manages service requests and dispatches engineers to resolve issues
I work from home for a heater manufacturing company. They wanted to move away from their current SAP CRM system to Salesforce. There is a fulfillment process, which involves taking an order, delivering it, and providing service. Salesforce is used to manage the order-taking process. Once an order is taken, the backend system, SAP ERP, handles product manufacturing, delivery, and installation. After installation, the Service Cloud in Salesforce takes over for ongoing service management. Once your order is confirmed, integration with the SAP ERP backend will be seamless. The system takes the sales order from Salesforce and starts processing it for procurement, starting with creating a production order, manufacturing, and then delivery. Once the product is delivered, this information is passed back to Salesforce Service Cloud. In the Service Cloud, a service engineer receives a notification indicating that a product needs to be delivered to a specific location for installation. The engineer then inspects and installs the product at the designated site. SAP ERP manages the product manufacturing and delivery processes. After the product is delivered to the customer, Salesforce Service Cloud takes over. It manages service requests and dispatches engineers to resolve issues reported by customers. Service Cloud captures the information and creates an incident record when a customer reports a product fault. Engineers receive this information and promptly visit the client site to fix the issue. The solution is easy to implement. Overall, I rate the solution a nine out of ten.
Read full review

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."
"High availability is really important for us when getting our reports as a vendor."
"Salesforce Essentials is a reliable and powerful application."
"The solution is very scalable and flexible. It can be customized as per the business need."
"In terms of features, the cloud-based solution and easy deployment are standout elements that have made a difference."
"I can download the data to Excel, create tables, and do whatever I want. I am very comfortable with the tool's mobile application. Its main benefit is transparency because I can share it with representatives."
"Salesforce makes tracking every product and customer activity easy, enabling managers to monitor their products, such as key products and their peak performance."
"The product is stable."
"I've found the product's basic AI functionalities, such as predictive analytics and workflow automation useful for optimizing processes and improving productivity."
More Salesforce Essentials 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."
"The solution needs to be more user-friendly. It's difficult for a senior to track leads when a salesperson uploads leads. The solution should also improve its integration capabilities."
"The primary area for improvement in Salesforce Essentials is its pricing. There are other competitors, like Zoho CRM, that offer similar features at a lower cost."
"Integrating Salesforce with SAP, considering our business relies heavily on SAP for ERP, has been quite challenging due to the intricate product configurations. Unlike standard products like computers with a few options, our products have hundreds of configurable options, making the integration complex. If such integration were possible, it would have been easier to understand the unique nature of our industry and the limited number of customers who buy steel products, unlike consumer electronics."
"I have seen Salesforce evaluate a lot of AI and analytics into that. But as an end user, I don’t have that much input."
"Improvements in connectivity issues, especially for the online version, would enhance the user experience for the product."
"The solution could be cheaper."
"The product's reporting area has certain shortcomings, making it an area where improvements are required."
"Areas that could be improved or upgraded in the next release include analytics, automation capabilities, and stability."
More Salesforce Essentials cons
 

Pricing and Cost Advice

Information not available
"The pricing is on the higher side, especially with additional costs for professional services like consultants."
"There is a need to make yearly payments towards the licensing costs attached to the solution."
"Salesforce Essentials is quite expensive, almost 10 out of 10. I don't have the exact cost, but we found it to be very expensive based on our budget constraints."
"It's a perpetual license, and the subscription can be expensive."
"We chose quarterly payments."
"The pricing is a bit on the expensive side."
"The tool is moderately priced."
"I rate Salesforce Essentials' pricing an eight out of ten."
report
See which vendors are best for you
Use our free recommendation engine to learn which CRM solutions are best for your needs.
See recommendations
857,028 professionals have used our research since 2012.
 

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 Salesforce Essentials?
Salesforce provides the best they have with the current version. Most of the features we need are already there, and it's very easy to use.
See all answers
What is your experience regarding pricing and costs for Salesforce Essentials?
Salesforce Essentials is very expensive, but it delivers exceptional value. It is a good platform to have if you can afford it because it has numerous add-ons and modules. Anything that Salesforce ...
See all answers
What needs improvement with Salesforce Essentials?
We use a limited number of automated workflows in Salesforce Essentials. The workflows we implement are designed to make sales teams' lives easier when executing certain tasks. Instead of requiring...
See all answers
 

Comparisons

No data available
No data available
 

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
Salesforce Essentials
May 2025
Salesforce Essentials reportDownload Salesforce Essentials 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

Salesforce Essentials is a cloud-based CRM tool for businesses seeking flexible, scalable, and customizable solutions to enhance sales and customer support processes.

Designed for seamless integration across multiple channels, Salesforce Essentials includes Sales and Service Cloud to simplify sales tasks and customer management. It enhances finance, credit, and quality processes with user-friendly AI capabilities and predictive analytics. Despite its strengths, there is room for improvement in SAP integration, interface simplicity, and report generation. Cost-effectiveness and support for diverse languages are also potential upgrade areas. Businesses use this CRM solution for lead management, opportunity tracking, and automating sales workflows, transitioning from paper-based methods to digital efficiency.

What are the essential features of Salesforce Essentials?
  • Scalability and Flexibility: Accommodates growth and customization needs.
  • Multiple Channel Integration: Enhances finance and quality processes.
  • User-Friendly: Easy navigation with AI capabilities.
  • Cloud Deployment: Includes Sales and Service Cloud features.
  • Predictive Analytics: Improves productivity and tracking.
  • Mobile App Support: Facilitates on-the-go access and management.
What benefits or ROI can users expect from Salesforce Essentials?
  • Improved Productivity: Automation features save time and streamline tasks.
  • Enhanced Customer Management: Centralizes interaction and data handling.
  • Ease of Transition: From manual to automated workflows.
  • Performance Monitoring: Standardizes processes for better oversight.

In the retail industry, businesses employ Salesforce Essentials for customer data management and transparency in order processing. Healthcare providers use it for patient engagement and streamlined communication. Financial services utilize it for billing management and compliance, harnessing automation tools for efficient data handling.

Salesforce
 

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship
Information Not Available
Buyer's Guide
CRM
June 2025
Download Free Report
Find out what your peers are saying about Salesforce, Microsoft, SAP and others in CRM. Updated: June 2025.
DOWNLOAD NOW
857,028 professionals have used our research since 2012.
See our list of best CRM vendors.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.