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Intercom Customer Communications Platform vs ServiceNow Customer Service Management comparison

Intercom and ServiceNow are both solutions in the CRM Customer Engagement Centers category. Intercom is ranked #10 with an average rating of 9.5, while ServiceNow is ranked #3 with an average rating of 8.3. Intercom holds a 1.0% mindshare in CCEC, compared to ServiceNow’s 10.6% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.
Intercom Customer Communica...
Read 2 Intercom Customer Communications Platform reviews
  • 281 Views
  • 34 Comparison Views
100% willing to recommend
ServiceNow Customer Service...
Read 14 ServiceNow Customer Service Management reviews
  • 1,177 Views
  • 565 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 20, 2025

ServiceNow Customer Service Management and Intercom Customer Communications Platform are competing in the customer service solutions category. Intercom seems to have the upper hand in communication features and automation, making it an attractive choice for businesses focused on interaction enhancement.

Features: ServiceNow offers enterprise-level integrations with IT service management and robust workflow automation, enhancing operations. Intercom provides real-time chat, targeted messaging, and AI-driven responses, leading to significant interaction capabilities.

Ease of Deployment and Customer Service: ServiceNow deployment is complex, often requiring dedicated support though it benefits from comprehensive customer service. Intercom deployment is simple with quick setup, featuring efficient customer support with prompt responses.

Pricing and ROI: ServiceNow involves higher upfront costs due to its extensive features and integration abilities, giving long-term ROI for large enterprises. Intercom offers a flexible pricing structure suitable for varied business sizes, ensuring efficient ROI through enhanced communication.

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To learn more, read our detailed Intercom Customer Communications Platform vs. ServiceNow Customer Service Management Report (Updated: July 2025).
Buyer's Guide
Intercom Customer Communications Platform vs. ServiceNow Customer Service Management
July 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
10th
Average Rating
9.6
Reviews Sentiment
7.7
Number of Reviews
2
Ranking in other categories
CRM (25th), Social CRM (6th)
ServiceNow Customer Service...
Ranking in CRM Customer Engagement Centers
3rd
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
14
Ranking in other categories
Customer Experience Management (3rd)
 

Mindshare comparison

As of July 2025, in the CRM Customer Engagement Centers category, the mindshare of Intercom Customer Communications Platform is 1.0%, up from 0.4% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 10.6%, up from 4.7% 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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Arvind Mehrotra - PeerSpot reviewer
Integrating departments for unified service while managing complexity and learning curve
ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.
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."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"The integration capabilities of ServiceNow are wonderful."
"Our organization has received excellent tech support for ServiceNow Customer Service Management."
"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."
"The product provides flexibility in managing and categorizing the incidents."
"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."
"The tool is very useful as it helps us run businesses smoothly."
"ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window."
More ServiceNow Customer Service Management 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 product does not cater to businesses of every scale and budget."
"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."
"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."
"The pricing must be more flexible."
"I do not have any notes for improvements."
"ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses."
"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."
"The product's AI feature should be improved."
More ServiceNow Customer Service Management cons
 

Pricing and Cost Advice

Information not available
"I rate the tool's pricing a six out of ten."
"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."
"The product has a premium price"
"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
10%
Healthcare Company
9%
Manufacturing Company
9%
Financial Services Firm
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?
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...
See all answers
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...
See all answers
What do you like most about ServiceNow Customer Service Management?
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...
See all answers
What is your experience regarding pricing and costs for ServiceNow Customer Service Management?
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
See all answers
What needs improvement with ServiceNow Customer Service Management?
The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.
See all answers
 

Comparisons

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Compared 6% of the time
More ServiceNow Customer Service Management Competitors
 

Product Reports

Buyer's Guide
CRM Customer Engagement Centers
July 2025
Intercom Customer Communications Platform reportDownload Intercom Customer Communications Platform product report
Buyer's Guide
ServiceNow Customer Service Management
June 2025
ServiceNow Customer Service Management reportDownload ServiceNow Customer Service Management product report
 

Also Known As

Intercom
ServiceNow CSM
 

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

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow
 

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship
Siemens Healthineers, SAP SuccessFactors, Asurion
Buyer's Guide
Intercom Customer Communications Platform vs. ServiceNow Customer Service Management
July 2025
Free Report: Intercom Customer Communications Platform vs. ServiceNow Customer Service Management
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