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 #8 with an average rating of 9.0, while ServiceNow is ranked #3 with an average rating of 8.3. Intercom holds a 2.8% mindshare in CCEC, compared to ServiceNow’s 6.6% mindshare. Additionally, 75% of Intercom users are willing to recommend the solution, compared to 100% of ServiceNow 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

ServiceNow Customer Service...

Read 17 ServiceNow Customer Service Management reviews

1,450 Views
653 Comparison Views

100% willing to recommend

Intercom Customer Communica...

ServiceNow Customer Service...

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Executive SummaryUpdated on Nov 2, 2025

ServiceNow Customer Service Management and Intercom Customer Communications Platform are competing in customer service and communications. ServiceNow seems to have the upper hand with comprehensive support and pricing options, while Intercom is appealing with robust features.

Features: ServiceNow offers automated workflows, case management, and integration capabilities for complex needs. Intercom provides live chat, bots, and user interaction tracking, making it innovative for customer interaction.

Ease of Deployment and Customer Service: Intercom offers straightforward onboarding focusing on customer interaction, allowing quicker implementation. ServiceNow requires a more thorough setup suitable for large operations. Both provide efficient support tailored to their platform focus.

Pricing and ROI: ServiceNow has a higher upfront investment with significant long-term ROI suitable for large enterprises. Intercom is lower cost, offering quick returns by enhancing customer communication, attractive for companies focusing on immediate engagement.

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

Buyer's Guide

Intercom Customer Communications Platform vs. ServiceNow Customer Service Management

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)

ServiceNow Customer Service...

Ranking in CRM Customer Engagement Centers

3rd

Average Rating

8.4

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

Customer Experience Management (4th)

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 ServiceNow Customer Service Management is 6.6%, down from 9.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
ServiceNow Customer Service Management	6.6%
Intercom Customer Communications Platform	2.8%
Other	90.6%

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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BasilJiji

System Engineer at a retailer with 10,001+ employees

Structured ticket workflows have improved resolution speed and have supported SLA-driven support

ServiceNow Customer Service Management is offering very good things, but I felt improvements to our process would allow us to depend on this tool in many other ways. Regarding the interface, currently the user who creates the ticket has a very limited interface with only the options for creating a ticket and providing details, while the support team has a much larger interface with many options, including SLA details and report generation. While this classification is great, I felt that some modifications could be brought to the interface. I felt that further modifications can be made so that it could be a perfect tool.

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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."

"The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."

"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."

"Resolution speed has immensely improved because of ServiceNow Customer Service Management, especially the actionable insights, IT performances, and incident trends."

"The best features ServiceNow Customer Service Management offers are a platform to manage all our clients at one place."

"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."

"ServiceNow Customer Service Management has impacted our organization positively; we have formed a very good process with this tool that has helped increase the productivity of the team."

"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."

More ServiceNow Customer Service Management pros

Cons

"It would be beneficial if there was a way to train the AI to better understand customer language."

"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."

"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."

"In terms of the initial setup of ServiceNow Customer Service Management, the complexity of scripting is challenging. Sometimes, extensive scripting is required and many checks have to be made to add basic functionality."

"The product does not cater to businesses of every scale and budget."

"ServiceNow Customer Service Management is offering very good things, but I felt improvements to our process would allow us to depend on this tool in many other ways."

"ServiceNow Customer Service Management could be improved by incorporating Gen AI into ServiceNow."

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

"The pricing must be more flexible."

"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."

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."

"The product has a premium price"

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

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

Manufacturing Company

Computer Software Company

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	9

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 is your experience regarding pricing and costs for ServiceNow Customer Service Management?

I did not purchase ServiceNow Customer Service Management as it was assigned to me with a fully loaded version. All purchases were made prior to my involvement.

See all answers

What needs improvement with ServiceNow Customer Service Management?

There should be many more automations and customizations available in ServiceNow Customer Service Management to help both users and developers, including quality testers. Many integrations are need...

See all answers

What is your primary use case for ServiceNow Customer Service Management?

The use cases for ServiceNow Customer Service Management were mainly for integration purposes, mid-server installations, and playbook configurations. I utilize ServiceNow Customer Service Managemen...

See all answers

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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

Download Intercom Customer Communications Platform product report

Buyer's Guide

ServiceNow Customer Service Management

December 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

December 2025

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

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