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Intercom Customer Communications Platform vs UserVoice comparison

The compared Intercom and UserVoice solutions aren't in the same category. Intercom is ranked #10 in CCEC , with an average rating of 9.5, and holds a 1.0% mindshare in the category. UserVoice is ranked #17 in CFM , and holds a 7.4% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 100% of UserVoice users who would recommend it.
Intercom Customer Communica...
Read 2 Intercom Customer Communications Platform reviews
  • 281 Views
  • 34 Comparison Views
100% willing to recommend
UserVoice
Read 5 UserVoice reviews
  • 117 Views
  • 15 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Intercom Customer Communications Platform and UserVoice based on real PeerSpot user reviews.

Find out what your peers are saying about Microsoft, Salesforce, ServiceNow and others in CRM Customer Engagement Centers.

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To learn more, read our detailed CRM Customer Engagement Centers Report (Updated: June 2025).
Buyer's Guide
CRM Customer Engagement Centers
June 2025
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Helped 861,170 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...
Average Rating
9.6
Reviews Sentiment
7.7
Number of Reviews
2
Ranking in other categories
CRM Customer Engagement Centers (10th), CRM (25th), Social CRM (6th)
UserVoice
Average Rating
8.6
Number of Reviews
5
Ranking in other categories
Customer Feedback Management (17th)
 

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Intercom Customer Communications Platform is designed for CRM Customer Engagement Centers and holds a mindshare of 1.0%, up 0.4% compared to last year.
UserVoice, on the other hand, focuses on Customer Feedback Management, holds 7.4% mindshare, up 3.3% since last year.
CRM Customer Engagement Centers
Customer Feedback Management
 

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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it_user494850 - PeerSpot reviewer
The knowledge base was instrumental in elevating our self-help tools for clients. We took all of our user guides to the cloud, as well as other client-facing documents.
I would like to see more flexibility in UserVoice when it comes to content sharing / privacy. We have clients with custom builds, and I would like to have an easy way to host all of their custom content in the same KB and maintain those articles that are only visible to those clients. When I was with ReadyPoint, we had public content (applicable to every client) and private content (applicable only to one client's customizations, etc.). We were told by UserVoice that there was not a way to control who could see what content on a KB at the article level, and so parts of the information available on the KB (for example, the article about logging in and password setup) was not applicable to a large section of our clients (who had a custom login screen), and therefore caused lots of confusion.
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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.
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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...
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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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Comparisons

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Product Reports

Buyer's Guide
CRM Customer Engagement Centers
June 2025
Intercom Customer Communications Platform reportDownload Intercom Customer Communications Platform product report
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Qualtrics XM Platform vs. UserVoice
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UserVoice reportDownload UserVoice 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
From scalable support with automated answers to common questions and support ticketing, to staying on top of churn (and drive word-of-mouth referrals) with satisfaction surveys, to in-depth product feedback we'll give you all the tools to fully engage and understand your users. Everything you need to build a healthy SaaS or mobile app business. It only takes a few minutes to embed a UserVoice widget, or mobile SDK, into your app giving you have a comprehensive solution for anything your users can throw at you.
UserVoice
 

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship
PicCollage, FullContact, Bing Ads, zynga, Microsoft, Zillow, hootsuite, Sephora
Buyer's Guide
CRM Customer Engagement Centers
June 2025
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We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.