Intercom Customer Communications Platform vs Service Creatio comparison

Intercom and Creatio are both solutions in the CRM Customer Engagement Centers category. Intercom is ranked #12 with an average rating of 9.0, while Creatio is ranked #11 with an average rating of 9.0. Intercom holds a 0.7% mindshare in CCEC, compared to Creatio’s 1.9% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 100% of Creatio users who would recommend it.

Intercom Customer Communica...

Read 1 Intercom Customer Communications Platform review

16 Views
9 Comparison Views

100% willing to recommend

Service Creatio

Read 3 Service Creatio reviews

40 Views
22 Comparison Views

100% willing to recommend

Intercom Customer Communica...

Service Creatio

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Apr 20, 2025

Service Creatio and Intercom Customer Communications Platform are both solutions targeted at enhancing customer interactions, with Service Creatio holding the upper hand due to its comprehensive feature set and robust support.

Features: Service Creatio offers customizable CRM capabilities, seamless software integration, and an all-in-one approach for sales, marketing, and customer service. Intercom distinguishes itself with real-time customer interaction tools such as chatbots, live chat, and direct communication facilitation.

Ease of Deployment and Customer Service: Service Creatio emphasizes a flexible deployment model coupled with personalized customer service and a streamlined onboarding process. In contrast, Intercom is noted for its straightforward installation and seamless integration with existing workflows, highlighting a focus on ease of integration.

Pricing and ROI: Service Creatio's pricing structure positions it as an investment in expansive CRM solutions, with expected high ROI from improved efficiency. Intercom, while carrying a higher setup cost, offers significant value with its advanced customer engagement tools, focusing on specialized communication efficiency.

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

Buyer's Guide

CRM Customer Engagement Centers

May 2025

Download the complete report

Helped 853,831 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 Customer Engagement Centers

12th

Average Rating

9.0

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

CRM (29th), Social CRM (6th)

Service Creatio

Ranking in CRM Customer Engagement Centers

11th

Average Rating

9.0

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Customer Experience Management (16th)

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 Service Creatio is 1.9%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Karan-Singh

Account Executive at Speak Ai

A good tool that can be used to capture inbound leads and manage all customer interactions

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 all the users. If my colleague and I are using the solution simultaneously and I create a tag for a specific lead, then that tag would not be visible to my colleague for about three to four minutes. Since the solution is great at capturing leads and giving me an overview of all the people interacting with our platform, I would love to see a CRM structure created. We can create a pipeline in the solution itself, and then it can give us that CRM experience.

Read full review

Julio Falcon

IT-Director (CTO) at No Code Services

Customization and process automation enhance support operations, but interface consistency could improve

At this time, there is not specifically something to improve regarding Service Creatio, but a couple of years ago, Creatio started developing a new version called Freedom UI with new interfaces. The new interfaces are amazing, but we still have some features in Classic UI that we cannot use in Freedom UI. What we miss is having all features in Classic available in Freedom. Creatio works every three months to release new features, but they are taking too much time to make all those features available. We could use more time. There are a lot of business rules we can use in Classic UI, but we cannot use many of those business rules in the Freedom UI because of the different interfaces. We miss several kinds of business rules or conditions that we could use in the design of the application or interfaces to the customer. For instance, I had a feature to introduce a formula graphically, but I can only use very basic formulas in the latest release. In Classic UI, we have powerful formulas, but in Freedom UI, I am limited to direct files from the current screen. The only thing I miss is having all the features from Classic UI available in Freedom UI. For instance, managing duplicated records is a feature that we can easily use in Classic UI, but in Freedom UI I cannot merge contacts to resolve duplicates, which is not available yet.

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."

"Our customers have seen value and efficiency using this solution."

"Service Creatio is a great tool in process automation."

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

Cons

"Sometimes, the solution lags and takes time to update something."

"The return material authorization should utilize no-code or low-code."

"Despite me telling them that Service Creatio has many certifications to protect data, they chose on-premise, which has created issues, as they must be responsible for updates, upgrades, and new releases."

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

See which vendors are best for you

Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.

See recommendations

853,831 professionals have used our research since 2012.

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?

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 Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

See all answers

What needs improvement with Service Creatio?

The customer self-portal is not good. Service Creatio ( /products/service-creatio-reviews ) has a special capability for external customers and users to access the web portal, but we had to use thi...

See all answers

What advice do you have for others considering Service Creatio?

I would recommend improving the ease of building interactions between different installations of Service Creatio. The interactions would allow one service to start in one city and finish in another...

See all answers

Comparisons

No data available

Salesforce Sales Cloud vs Service Creatio

Compared 61% of the time

Freshdesk vs Service Creatio

Compared 39% of the time

More Service Creatio Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

May 2025

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Buyer's Guide

CRM Customer Engagement Centers

May 2025

Download Service Creatio product report

Also Known As

Intercom

bpm’online customer service, bpm’online service enterprise

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

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

Sample Customers

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

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Buyer's Guide

CRM Customer Engagement Centers

May 2025

Download Free Report

Find out what your peers are saying about Microsoft, Salesforce, ServiceNow and others in CRM Customer Engagement Centers. Updated: May 2025.

DOWNLOAD NOW

853,831 professionals have used our research since 2012.

See our list of best CRM Customer Engagement Centers vendors.

We monitor all CRM Customer Engagement Centers 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.