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 #9 with an average rating of 9.5, while ServiceNow is ranked #3 with an average rating of 8.3. Intercom holds a 1.9% mindshare in CCEC, compared to ServiceNow’s 9.3% 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

552 Views
66 Comparison Views

100% willing to recommend

ServiceNow Customer Service...

Read 14 ServiceNow Customer Service Management reviews

1,279 Views
627 Comparison Views

100% willing to recommend

Intercom Customer Communica...

ServiceNow Customer Service...

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 27, 2025

ServiceNow Customer Service Management and Intercom Customer Communications Platform compete in the customer service and communication sector. ServiceNow has an advantage in pricing and support, while Intercom is preferred for its features.

Features: ServiceNow Customer Service Management highlights its comprehensive case management, integration with enterprise processes, and automated workflows. Intercom focuses on live chat functionality, personalized messaging, and an intuitive customer communication approach. Intercom's features cater to real-time engagement preferences, while ServiceNow fits enterprises concentrating on process integration.

Ease of Deployment and Customer Service: ServiceNow provides a structured deployment model with strong enterprise integration support, adding complexity that can extend deployment time. Intercom allows quicker implementation, focusing on ease-of-use and efficient customer service, appealing to businesses seeking swift deployment and responsive service.

Pricing and ROI: ServiceNow's setup cost is higher, warranted by its extensive functionality and enterprise-level benefits, leading to strong ROI in large-scale environments. Intercom offers competitive pricing with faster ROI due to its lower setup costs and effective communication solutions, catering to smaller to mid-sized companies.

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

Buyer's Guide

Intercom Customer Communications Platform vs. ServiceNow Customer Service Management

September 2025

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Helped 867,836 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

9th

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM (27th), Social CRM (6th)

ServiceNow Customer Service...

Ranking in CRM Customer Engagement Centers

3rd

Average Rating

8.2

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Customer Experience Management (3rd)

Mindshare comparison

As of September 2025, in the CRM Customer Engagement Centers category, the mindshare of Intercom Customer Communications Platform is 1.9%, up from 0.4% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 9.3%, up from 4.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
ServiceNow Customer Service Management	9.3%
Intercom Customer Communications Platform	1.9%
Other	88.8%

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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Arvind Mehrotra

managing partner at AmPmilify Associates LLP

Integrating departments for unified service while managing complexity and learning curve

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. 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.

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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."

"The tool's most valuable feature is the service portal."

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

"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."

"The integration capabilities of ServiceNow are wonderful."

"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."

"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."

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."

"If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades."

"The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions."

"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."

"I do not have any notes for improvements."

"The price could be better. ServiceNow should price products more reasonably."

"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."

"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."

"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."

More ServiceNow Customer Service Management cons

Pricing and Cost Advice

Information not available

"I rate the tool's pricing a six out of ten."

"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."

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

"The product has a premium price"

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867,836 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Healthcare Company

Manufacturing Company

Financial Services Firm

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	6

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 100% of the time

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Compared 52% of the time

Genesys Cloud CX vs ServiceNow Customer Service Management

Compared 20% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

Compared 14% of the time

Salesforce Service Cloud vs ServiceNow Customer Service Management

Compared 8% of the time

Oracle Fusion Service vs ServiceNow Customer Service Management

Compared 7% of the time

More ServiceNow Customer Service Management Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

September 2025

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Buyer's Guide

ServiceNow Customer Service Management

August 2025

ServiceNow Customer Service Management report

Download 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

September 2025

Free Report: Intercom Customer Communications Platform vs. ServiceNow Customer Service Management

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

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