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Intercom Customer Communications Platform vs UserVoice comparison

 

Comparison Buyer's Guide

Executive Summary

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.
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.
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...
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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Also Known As

Intercom
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Overview

 

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship
PicCollage, FullContact, Bing Ads, zynga, Microsoft, Zillow, hootsuite, Sephora
Find out what your peers are saying about Microsoft, Salesforce, ServiceNow and others in CRM Customer Engagement Centers. Updated: June 2025.
861,170 professionals have used our research since 2012.