Intercom Customer Communications Platform vs Salesforce Sales Cloud comparison

Intercom Customer Communications Platform vs. Salesforce Sales Cloud

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Helped 869,566 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

22nd

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (9th), Social CRM (6th)

Salesforce Sales Cloud

Ranking in CRM

2nd

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

117

Ranking in other categories

Opportunity Management (1st), Sales Force Automation (2nd), Conversation Intelligence Software (3rd)

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Intercom Customer Communications Platform is 0.6%, up from 0.2% compared to the previous year. The mindshare of Salesforce Sales Cloud is 3.5%, down from 10.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Salesforce Sales Cloud	3.5%
Intercom Customer Communications Platform	0.6%
Other	95.9%

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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Kamal Deep

Founder and Salesforce Consultant at SaaSnic

Experience exceptional project enhancements and seamless automation integration

Salesforce Sales Cloud itself is a wonderful solution, and there are two different versions: Lightning and classic. The Lightning version is a new generation version compatible with any mobile device, whether it's a phone, iPad, or any size of screen. The reporting and analytics functionalities, especially with the Einstein feature, are wonderful because it allows for analysis of data regarding your opportunity pipeline, giving insight into how long it will take to close deals. This gives a great understanding of running different levels of campaigns and defining smart workflows, where if one task is done, the other task can automatically get created and assigned to different team members. This flexibility is a key benefit of Salesforce Sales Cloud. Lead management is a great feature in Salesforce Sales Cloud because if you go for enterprise and above licenses, you can define different record types. For example, if one company is into two different businesses such as real estate and car reselling, both being opposite, this can be defined in Salesforce Sales Cloud, allowing for different workflows, fields, and mechanisms that do not affect each other's operations. The predictive insight feature known as forecasting is a very old feature of Salesforce Sales Cloud, giving predictions based on your pipeline and previous opportunity closings. The new Einstein analytics feature is more advanced and is enabled with AI, providing better forecasting based on your current pipeline. Salesforce Sales Cloud is working smartly with AI to help close more deals based on opportunity stages, trends, and industries, advising on the steps to take next. Lead generation is the most important thing because every sale starts from the lead. At the lead level, different stages and resources can be defined. You can capture leads from various resources, with Salesforce Sales Cloud offering a web-to-lead feature and integrations with LinkedIn to fetch data. Once a lead is qualified and converted into opportunities, there are stages with percentages, and workflows can help in easily closing deals.

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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."

"Salesforce helps up keep track of candidates."

"It is a very stable solution."

"The tool is a feature-rich platform. It is cloud-based means it's accessible to multiple people in the organization simultaneously. It's a collaborative CRM system where updates are visible to everyone. You can use it lightly with basic notes or extensively with lots of information. It supports multimedia, allowing you to upload video and audio clips. Overall, it's a feature-rich platform, and I don't have one specific feature that stands out; it's just very functional and rich."

"The dashboards and dashboard customization are great."

"I can see activity per customer. I can find out quickly and easily who was the last person I talked to, when it was, and what we were talking about."

"The most valuable features are custom objects, custom workflows, triggering, and integration with other SaaS solutions."

"The most valuable features of Salesforce Sales Cloud are ease of use. It is very simple for the sales team to use. You can integrate it with a lot of other systems."

"The solution is easy to use."

More Salesforce Sales Cloud 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."

"It's a very broad tool."

"It would be nice if they had an ERP offering or a firm strategic partnership with a best-in-class ERP. So rather than say they're just ERP agnostic, you would pick whichever ERP you want, which is very generic. I think it would have a lot of merit if they partnered strategically with a best-in-class trusted ERP platform or acquired an ERP platform."

"The problem is the solution has gotten so big, it's very complex now. It's a bit difficult to figure out how to do certain actions."

"I would like if Sales Cloud had the flexibility to create or edit the forms used to submit requests. Right now, they're fixed, and users can't edit them. Only administrators have editing privileges, so it takes too long to make changes."

"My rating for Salesforce Sales Cloud is seven. There are modern AI products that are now in the market offering better capabilities."

"I think the user experience could be improved. I would like the user interface to be a bit more user-friendly and modern."

"The setup of Salesforce Sales Cloud is complex. You need specialists in that area to be able to have a good setup. Once it's set up properly, running it is seamless. That's the most beautiful thing about Salesforce Sales Cloud."

"The solution is secure. However, they could always improve on security."

More Salesforce Sales Cloud cons

Pricing and Cost Advice

Information not available

"Being license based, the license varies by type. The pricing is considered average."

"In terms of investment value and return of the investment, Salesforce right now is pretty good on the Western markets where the price of the employees is pretty high."

"There is a license required to use this solution and the price is expensive. It could be reduced."

"Not the cheapest"

"We pay a yearly subscription fee."

"Price-wise, the product does not fall under the category of cheaply priced products."

"The main thing is it is costly. Salesforce it is not cheap, it's costly. Some of our customers say it is a costly solution. So, we have lost some sale opportunities regarding the high price. This is the main thing that we are facing. It is sales per user and the user price is about $150 per month, per user for the Enterprise Edition. The other edition is less than this, but it is costly. A company that has 70 or 80 users would pay more than $8,000 USD yearly because it is cloud based."

"We have a yearly license, and there are no hidden costs. Considering the Indian market, the pricing is reasonable. I don't consider it to be on the high side."

More Salesforce Sales Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

11%

Financial Services Firm

10%

Manufacturing Company

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	54
Midsize Enterprise	26
Large Enterprise	40

Questions from the Community

What needs improvement with Intercom Customer Communications Platform?

For the Intercom Customer Communications Platform, we are updating our knowledge base to help the AI read more proactively. It would be beneficial if there was a way to train the AI to better under...

What is your primary use case for Intercom Customer Communications Platform?

When asked about AI tools and AI coding tools, we were using ChatGPT until recently. We switched to GitHub Copilot, which we have integrated into our IDE for software development purposes. Regardin...

What advice do you have for others considering Intercom Customer Communications Platform?

I would recommend the Intercom Customer Communications Platform to other users as it enables superior customer service delivery. Having tried other platforms, this has proven to be the most effecti...

What do you like most about Salesforce Sales Cloud?

The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.

What needs improvement with Salesforce Sales Cloud?

From a customer perspective, it's a very stable system, and people are used to its functionalities, good and bad. Improvement, in my opinion, would be to include AI functionality in a simpler way; ...

What is your primary use case for Salesforce Sales Cloud?

For managing two different things, I'm managing some sales pipeline, the pipeline of sales of some products, and also doing marketing automation for after-sales.

Salesforce Marketing Cloud vs Intercom Customer Communications Platform

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Product Reports

CRM Customer Engagement Centers

Download Intercom Customer Communications Platform product report

Intercom Customer Communications Platform report

Salesforce Sales Cloud

Download Salesforce Sales Cloud product report

Also Known As

Intercom

Sales Cloud, SFDC, Salesforce

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 Sales Cloud is a comprehensive CRM platform designed for efficient lead management, sales forecasting, and customer engagement, offering extensive customization and cloud-based accessibility.

Aimed at enhancing business efficiency, Salesforce Sales Cloud supports core business processes like CRM, lead and opportunity management, sales forecasting, and customer engagement. Its robust integration capabilities allow seamless connectivity with ERP systems and various applications. The platform offers pipeline tracking, process automation, and advanced sales cycle management. Users appreciate its cloud-based accessibility, allowing teams to operate remotely and manage sales operations effectively. However, users highlight concerns about its complexity, cost, and the need for a more intuitive interface.

What features does Salesforce Sales Cloud offer?

Customization: Tailor the CRM to meet specific business requirements.
Robust Reporting: Comprehensive analytics and data insights.
Lead Management: Efficiently manage and convert leads.
API Integration: Seamless connectivity with multiple applications.
Cloud Accessibility: Work from anywhere with cloud-based access.

What benefits should be evaluated in Salesforce Sales Cloud reviews?

Enhanced Productivity: Streamline sales processes with automation.
Improved Collaboration: Facilitate team coordination and client engagement.
Accurate Forecasting: Make informed decisions with reliable sales forecasts.
Flexibility: Accommodate diverse industry needs with ease.
Legacy System Integration: Efficiently update and integrate with existing systems.

Salesforce Sales Cloud is widely implemented across industries such as finance, healthcare, and retail, supporting sales teams in tracking and managing sales operations. Its use extends to reporting, collaboration, and enhancing client interactions, allowing companies to tailor Salesforce to meet industry-specific requirements efficiently.

Salesforce

Sample Customers

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

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group

Intercom Customer Communications Platform vs. Salesforce Sales Cloud