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Intercom Customer Communications Platform vs Salesforce Service Cloud comparison

Intercom and Salesforce are both solutions in the CRM Customer Engagement Centers category. Intercom is ranked #12 with an average rating of 9.0, while Salesforce is ranked #2 with an average rating of 8.3. Intercom holds a 0.7% mindshare in CCEC, compared to Salesforce’s 18.1% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.
Intercom Customer Communica...
Read 2 Intercom Customer Communications Platform reviews
  • 22 Views
  • 6 Comparison Views
100% willing to recommend
Salesforce Service Cloud
Read 53 Salesforce Service Cloud reviews
  • 469 Views
  • 323 Comparison Views
96% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 20, 2025

Salesforce Service Cloud and Intercom Customer Communications Platform compete in enhancing customer interactions with Salesforce Service Cloud having an edge in support and onboarding, while Intercom's robust features justify its pricing and appeal.

Features: Salesforce Service Cloud provides extensive case management capabilities, seamless integration with Salesforce products, and effective customer history tracking. Intercom emphasizes real-time communication with its chatbots, in-app messaging, and dynamic customer interaction.

Ease of Deployment and Customer Service: Intercom offers quicker deployment with intuitive self-service options and more personalized customer support. Salesforce Service Cloud requires a resource-intensive setup with robust documentation yet involves extensive training.

Pricing and ROI: Salesforce Service Cloud presents higher setup costs but aims for significant ROI through extensive features and integration within the Salesforce ecosystem. Intercom has a lower initial setup cost, potentially leading to faster returns through efficient customer engagement tools.

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Buyer's Guide
CRM Customer Engagement Centers
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 Customer Engagement Centers
12th
Average Rating
9.6
Reviews Sentiment
7.7
Number of Reviews
2
Ranking in other categories
CRM (29th), Social CRM (6th)
Salesforce Service Cloud
Ranking in CRM Customer Engagement Centers
2nd
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
53
Ranking in other categories
Help Desk Software (4th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of June 2025, in the CRM Customer Engagement Centers category, the mindshare of Intercom Customer Communications Platform is 0.7%, up from 0.3% compared to the previous year. The mindshare of Salesforce Service Cloud is 18.1%, up from 15.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

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.
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ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
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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 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 live chat is pretty good because you can create a macro, which is a predefined input we can give customers."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"The most valuable feature of the solution is the traceability of actions."
"The product's initial setup phase was straightforward."
"It integrates with all our platforms, providing a comprehensive view of the customer."
"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
More Salesforce Service 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."
"The integrations with other solutions can be improved."
"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."
"The solution’s user interface could be improved."
"The documentation could be improved."
"The solution's integration with the main ERP is a little cumbersome."
"It is kind of a struggle to get a report that shows something you want it to show."
"Reporting could be improved."
"I would like to add some bot features."
More Salesforce Service Cloud cons
 

Pricing and Cost Advice

Information not available
"Salesforce Service Cloud is a bit expensive."
"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"Salesforce Service Cloud is a highly expensive solution"
"Salesforce is very cost-effective."
"The tool is pretty expensive."
"The solution is priced at 50 dollars a month per user."
More Salesforce Service Cloud pricing and cost advice
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Top Industries

By visitors reading reviews
No data available
Financial Services Firm
19%
Computer Software Company
13%
Educational Organization
9%
Manufacturing Company
9%
 

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 is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
See all answers
What needs improvement with Salesforce Service Cloud?
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.
See all answers
What is your primary use case for Salesforce Service Cloud?
I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.
See all answers
 

Comparisons

No data available
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Compared 8% of the time
Oracle Fusion Service vs Salesforce Service Cloud Logo
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Compared 7% of the time
JIRA Service Management vs Salesforce Service Cloud Logo
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Compared 7% of the time
More Salesforce Service Cloud Competitors
 

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 Service Cloud
May 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
 

Also Known As

Intercom
Service Cloud
 

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

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce
 

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Buyer's Guide
CRM Customer Engagement Centers
June 2025
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