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Intercom vs HubSpot

Service Hub is easy and powerful customer service software that connects without complexity, powers productivity with easy-to-adopt tools, and supports growing service teams.

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HubSpot is a cloud-based customer platform that helps scaling businesses grow better with sales, service, marketing, and content management software.

Service Hub is a seamless component of HubSpot’s AI-powered Smart CRM, providing businesses with a streamlined way to resolve customer issues, and a complete view of their customer interactions and data from every aspect of the flywheel.


Intercom is a customer communication platform that helps businesses interact with customers and users via in-app messages, email, and live chat. 

It features a suite of tools for customer support, sales, and marketing, allowing businesses to engage with their customers through personalized and automated messaging campaigns.


Key Capabilities of Service Hub

  • Connected: Service Hub is a component of HubSpot Smart CRM, which means you’ll have a complete view of customer interactions in one place. This powers businesses to pinpoint significant opportunities for bolstering customer connections with context for marketing, sales, and service.

  • Productive: Drive team efficiency by automating processes, eliminating manual tasks, streamlining ticketing, providing self-service for customers, and creating avenues for personalizing communications. 

  • Engaged: Provide the customer service tools to help you deliver authentic service and grow better by putting the customer first.

What Sets HubSpot Apart


What Intercom Offers:

  • Intercom allows you to organize your inbox by team; because every team has their own workspace, they can easily see and manage the conversations assigned to the group, ensuring everyone remains on the same page.
  • Intercom surveys connect you to customer insights, which can be used to create more customized customer experiences and drive business growth. To gain access to surveys, this requires add-ons.

What Sets HubSpot Apart:

  • HubSpot's shared inbox provides a comprehensive solution for integrating communication channels such as live chat, Facebook Messenger, chatbots, team email, and more. This universal inbox allows sales, marketing, and customer service teams to easily view, manage, and respond to all conversations in one place, using free tools.
  • There are tools to help increase collaboration between Service, Sales and Marketing such as Playbooks, Email Templates, sequences and Meetings. No connectors or data sync required!

Service Hub customers with every size of company see their ticket close rate increase by 24% or more after 12 months. (HubSpot Annual ROI Report)


What Intercom Offers:

  • Intercom provides a number of chatbots such as an article suggestions bot, conversation routing bot and lead qualification bot, all of which provide proactive support, enabling agents to focus on the more important tasks at hand.
  • Intercom’s team performance provides you with insights into your team's customer engagement and customer support efforts. The team performance report requires add-ons.

What Sets HubSpot Apart:

  • Service Hub helps you stay organized and streamline your service processes through a single source of customer information in the CRM. And you can set custom statuses for tickets ensuring your ticket pipeline works for you and your process.
  • Service Analytics offers a comprehensive reporting tool to track customer satisfaction, team performance, and support volume, enabling users to filter data and share reports to help you optimize and manage service teams at scale. 

Service Hub customers see an average increase of 324% in tickets closed after 12 months. (HubSpot Annual ROI Report)


What Intercom Offers:

  • The Intercom Messenger allows you to respond and manage users' conversations. It can be added to your website or app to foster ongoing engagement with customers and create lasting relationships.
  • Message goals in Intercom allow you to use a piece of data from the platform (e.g. event or a user attribute), to measure overall effectiveness. This allows teams to remain engaged and ensure they are hitting benchmarks. Message goals require add-ons.

What Sets HubSpot Apart:


Customers who own Service Hub for 7-12 months see a higher ticket close rate than customers who own Service Hub for less time. (Hubspot Annual ROI Report)

Feature Comparison

Total Cost of Ownership


HubSpot Service Hub provides customer service and support, enables efficient handling, and addresses the resolution of customer inquiries.

  • Implementation: The average time to activation for Service Hub Professional is less than 2 months and 55% of Service Hub Professional customers display high feature usage (source).
  • Service & Support: HubSpot provides different support channels depending upon your subscription, all included.
  • Tickets Closed: Service Hub customers see an average increase of 324% in tickets closed after 12 months (source).


Intercom does not publicly publish pricing, rather it is determined by number of seats.

Base License
Service Hub Professional
Intercom Advanced
*No Seat Minimum
Service & Support
Phone, Chat & Email support included
Chat & Email support included
Training & Educational Resources
HubSpot Academy, Community
Intercom Academy, Community
Customization / Configuration
Easy to customize & configure in-house
Easy to customize & configure in-house
Developer Support
App MarketPlace
App Store
Enjoy a seamless platform 
built on one code base
1 admin
Easy to use, low-code
1 Admin
Try Service Hub today

Service Software That Grows With You

Start with free tools and upgrade as you grow, or hit the ground running with one of our premium editions.

What are customers saying?

HubSpot Service Hub received G2's top 100 Best Software Products & Highest Satisfaction Products 2023

We committed to using the HubSpot CRM Platform as our single source of truth across marketing and sales. Our goal is to [replace] Intercom eventually

Fabrice Renucci

VP of Marketing


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Delight More Customers with HubSpot today.

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