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Intercom Customer Communications Platform vs SugarCRM Platform comparison

Intercom and SugarCRM are both solutions in the CRM Customer Engagement Centers category. Intercom is ranked #9 with an average rating of 9.5, while SugarCRM is ranked #8 with an average rating of 8.5. Intercom holds a 1.0% mindshare in CCEC, compared to SugarCRM’s 2.2% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 50% of SugarCRM users who would recommend it.
Intercom Customer Communica...
Read 2 Intercom Customer Communications Platform reviews
  • 306 Views
  • 43 Comparison Views
100% willing to recommend
SugarCRM Platform
Read 12 SugarCRM Platform reviews
  • 553 Views
  • 122 Comparison Views
50% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 27, 2025

SugarCRM Platform and Intercom Customer Communications Platform compete in the customer relationship management domain. Intercom often has the upper hand due to its advanced communication tools and overall product value.

Features: SugarCRM provides lead and opportunity management, sales automation, and in-depth analytics. Intercom offers seamless messaging capabilities, real-time chat, and targeted customer engagement tools.

Ease of Deployment and Customer Service: Intercom uses a cloud-based model for straightforward deployment and is supported by a responsive customer service team. SugarCRM provides a more flexible deployment model with dedicated support for complex implementations.

Pricing and ROI: SugarCRM offers competitive setup costs, leading to substantial ROI with its traditional CRM framework. Intercom, despite potentially higher initial investment, justifies the cost through enhanced communication tools and engagement strategy, contributing to potentially higher ROI.

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To learn more, read our detailed Intercom Customer Communications Platform vs. SugarCRM Platform Report (Updated: July 2025).
Buyer's Guide
Intercom Customer Communications Platform vs. SugarCRM Platform
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
9th
Ranking in CRM
26th
Average Rating
9.6
Reviews Sentiment
7.7
Number of Reviews
2
Ranking in other categories
Social CRM (6th)
SugarCRM Platform
Ranking in CRM Customer Engagement Centers
8th
Ranking in CRM
23rd
Average Rating
7.0
Reviews Sentiment
6.4
Number of Reviews
12
Ranking in other categories
Marketing Automation (8th), Sales Force Automation (5th)
 

Mindshare comparison

As of August 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 SugarCRM Platform is 2.2%, down from 2.3% 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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Styliana Araouzou - PeerSpot reviewer
Customizable, easy to configure, and reliable
My company is considered a customer and an end-user. I'm not sure which version of the solution we're using right now. It's a company that offers lots of user manuals and you can find most of your stuff there before starting development. I'd advise potential new users to go through everything. I would rate the solution an eight out of ten. By default, it comes with a really good model where you can start working with it without having a lot of developers in your team. It's a system that includes everything related to the client and you can see everything under one screen without having a different product or system. It's been great, for the most part.
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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 most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"It works well with Jira. You can customize it to fit your needs."
"The most valuable aspect of this solution is its low cost."
"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."
"It has sales email campaigns, plus integration with Active Directory."
"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."
 

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."
"You cannot include all your entities under one instance at the moment."
"I would appreciate it if SugarCRM could support us in on-premise implementation."
"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."
"It lacks customization, and this is the main reason that we are switching to a different solution."
"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
"I would like to see more integration on a mobile platform in the next release."
 

Pricing and Cost Advice

Information not available
"Licensing fees are paid on a yearly basis."
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Top Industries

By visitors reading reviews
No data available
Engineering Company
20%
Computer Software Company
9%
Manufacturing Company
9%
Retailer
8%
 

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...
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What do you like most about Sugar Enterprise?
The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards.
See all answers
What is your experience regarding pricing and costs for Sugar Enterprise?
All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.
See all answers
What needs improvement with Sugar Enterprise?
The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM com...
See all answers
 

Comparisons

Salesforce Marketing Cloud vs Intercom Customer Communications Platform Logo
Salesforce Marketing Cloud vs Intercom Customer Communications Platform
Compared 100% of the time
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Zoho CRM vs SugarCRM Platform Logo
Zoho CRM vs SugarCRM Platform
Compared 100% of the time
More SugarCRM Platform Competitors
 

Product Reports

Buyer's Guide
CRM Customer Engagement Centers
August 2025
Intercom Customer Communications Platform reportDownload Intercom Customer Communications Platform product report
Buyer's Guide
SugarCRM Platform
July 2025
SugarCRM Platform reportDownload SugarCRM Platform product report
 

Also Known As

Intercom
No data available
 

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

SugarCRM is a versatile CRM solution that facilitates communication and organization within a company. Its primary use case includes call and comment logging, account relation, customer detail storage, verification handling, transaction tracking, marketing material management, and payment transaction handling. The most valuable functionalities include customizable exports of graphics, statuses, complaints, and tasks, as well as its scalability, stability, and low cost. It integrates well with Jira and can be easily configured. The platform improves efficiency, productivity, collaboration, communication, and coordination within organizations, while also providing valuable insights and data analytics for informed decision-making.

SugarCRM
 

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship
Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor
Buyer's Guide
Intercom Customer Communications Platform vs. SugarCRM Platform
July 2025
Free Report: Intercom Customer Communications Platform vs. SugarCRM Platform
Find out what your peers are saying about Intercom Customer Communications Platform vs. SugarCRM Platform and other solutions. Updated: July 2025.
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