Intercom Customer Communications Platform vs Service Creatio comparison

Intercom and Creatio are both solutions in the CRM Customer Engagement Centers category. Intercom is ranked #8 with an average rating of 9.0, while Creatio is ranked #9 with an average rating of 9.0. Intercom holds a 2.8% mindshare in CCEC, compared to Creatio’s 2.9% mindshare. Additionally, 75% of Intercom users are willing to recommend the solution, compared to 100% of Creatio users who would recommend it.

Intercom Customer Communica...

Read 3 Intercom Customer Communications Platform reviews

1,152 Views
138 Comparison Views

75% willing to recommend

Service Creatio

Read 3 Service Creatio reviews

602 Views
175 Comparison Views

100% willing to recommend

Intercom Customer Communica...

Service Creatio

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Executive SummaryUpdated on Nov 2, 2025

Service Creatio and Intercom Customer Communications Platform compete in the customer communications market. While pricing and support favor Service Creatio, Intercom justifies its cost for those prioritizing robust features.

Features: Service Creatio offers sales automation, customizability, and CRM integration. Intercom provides advanced messaging, chatbots, and proactive engagement features.

Ease of Deployment and Customer Service: Service Creatio offers flexible deployment and comprehensive support. Intercom's cloud-based model is straightforward with intuitive customer support.

Pricing and ROI: Service Creatio has competitive setup costs with strong ROI. Intercom requires higher initial investment but delivers value through enhanced communication features.

To learn more, read our detailed Intercom Customer Communications Platform vs. Service Creatio Report (Updated: December 2025).

Buyer's Guide

Intercom Customer Communications Platform vs. Service Creatio

December 2025

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Helped 879,711 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

8th

Average Rating

9.0

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

CRM (20th), Social CRM (6th)

Service Creatio

Ranking in CRM Customer Engagement Centers

9th

Average Rating

9.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Customer Experience Management (11th)

Mindshare comparison

As of January 2026, in the CRM Customer Engagement Centers category, the mindshare of Intercom Customer Communications Platform is 2.8%, up from 0.4% compared to the previous year. The mindshare of Service Creatio is 2.9%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Intercom Customer Communications Platform	2.8%
Service Creatio	2.9%
Other	94.3%

CRM Customer Engagement Centers

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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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.

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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."

"With Zendesk, we have much more signals that we could use to understand better our client patterns."

"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."

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

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

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

Cons

"The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything."

"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."

"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."

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

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Questions from the Community

What needs improvement with Intercom Customer Communications Platform?

We did not explore them. The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything....

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

Intercom Customer Communications Platform is for monitoring and visualizing data. Basically, it is used to know exactly what is happening. We monitor the software via logs, and whatever errors appe...

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

Since I was not part of the pricing discussion, I am not completely sure about the conditions that we had at the moment, so I could not tell you exactly. My overall review rating for Intercom Custo...

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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?

See all answers

What advice do you have for others considering Service Creatio?

My advice for those looking to use Service Creatio is to have a clear understanding of what they need to solve with the tool. Many companies lack professionals who understand the requirements to im...

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Comparisons

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Compared 20% of the time

Salesforce Marketing Cloud vs Intercom Customer Communications Platform

Compared 19% of the time

Nimble CRM vs Intercom Customer Communications Platform

Compared 14% of the time

Attio vs Intercom Customer Communications Platform

Compared 14% of the time

Zendesk vs Intercom Customer Communications Platform

Compared 13% of the time

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Salesforce Sales Cloud vs Service Creatio

Compared 33% of the time

Zendesk vs Service Creatio

Compared 23% of the time

Microsoft Dynamics CRM vs Service Creatio

Compared 16% of the time

IFS Cloud Platform vs Service Creatio

Compared 14% of the time

Freshdesk vs Service Creatio

Compared 13% of the time

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Product Reports

Buyer's Guide

CRM Customer Engagement Centers

January 2026

Intercom Customer Communications Platform report

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Buyer's Guide

CRM Customer Engagement Centers

January 2026

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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

Intercom Customer Communications Platform vs. Service Creatio

December 2025

Free Report: Intercom Customer Communications Platform vs. Service Creatio

Find out what your peers are saying about Intercom Customer Communications Platform vs. Service Creatio and other solutions. Updated: December 2025.

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