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HubSpot vs Intercom

Connect your service operations to revenue and drive customer success and loyalty at scale with HubSpot’s unified customer platform.

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Why choose HubSpot?

Exclusive customer success tools

75%

75% of service leaders using HubSpot say it increased customer retention1

AI agents that scale support

39%

Service Hub customers with Customer Agent close tickets 39% faster than those not using Customer Agent2

Customer insights all in one place 

83%

83% of HubSpot users say it is effective at unifying their company’s data all in one place3

Customers who made the switch to HubSpot
  • Kaplan-Logo-1
  • Katapult
  • SPOC Automation

  • With Service Hub, our reps hit the ground running thanks to a complete view of the customer journey. Since bringing our marketing, sales, and service teams together on HubSpot, it's completely removed the guesswork for our leaders, giving them visibility and confidence that customers are getting what they need, quickly.

    Jennifer Cummings

    Sr. Director, Customer Engagement

    Kaplan

  • The transition to Service Hub has made such a big impact on how we run our operations teams. It just made sense since we had Sales and Marketing set up, to implement Service Hub and have this wealth of information at our Customer Service Reps fingertips. Information they didn’t have before. And they love it! We’re creating better internal processes and most importantly, better communications with our customers. We couldn’t be happier.

    Mark McCarthy

    Director of Marketing

    Katapult

  • Having these tools built into a single platform is the future of customer service. HubSpot eliminated the silos between marketing and service. Service Hub allows us to interact with parts of the business that marketing typically isn’t invited to participate in. That's a big deal to us.

    Will Riley

    Director of Revenue Operations

    SPOC Automation

What makes HubSpot different?
Customer Success Workspace

Exclusive customer success tools

While Intercom is built for reactive support, it offers limited tools for driving long-term customer retention. HubSpot includes a dedicated customer success workspace to help your team proactively manage accounts using built-in health scores and alerts. You can also collect ongoing feedback with NPS, customer engagement, CSAT, and custom surveys—all automatically connected to the customer record. And with HubSpot playbooks, you can surface the right insights and enablement at exactly the right time to your reps. These features are not available in Intercom.

Customer Agent

More tickets closed with Breeze Customer Agent

Breeze Customer Agent autonomously handles your customer conversations across channels. It’s built right into the HubSpot platform—no extra tools, complex setups, or external integrations required. It uses your existing knowledge base, documents, and CRM data to instantly resolve common inquiries across chat, email, Facebook, WhatsApp, and more. For more complex cases, it seamlessly escalates to your team with full context and conversation history. On average, our customers have seen 50%+ resolution rates using Breeze Customer Agent, and some customers have achieved up to 90% resolutions rates.

Conversations inbox-1

Unified data all in one place

While Intercom was built as a chat tool, HubSpot was designed as a unified customer platform. With HubSpot, every customer interaction—across email, chat, forms, tickets, surveys, and more—is tied to a single smart CRM record. No disconnected systems, no manual syncs.
Your support, sales, and marketing teams can access the same real-time data, so every handoff feels seamless. Build workflows that automate across teams, set SLAs based on time to respond or resolve, and view every ticket by stage in a custom pipeline. Plus, with all your data in one place, your team gets complete visibility into the customer journey—so you can deliver faster, more personalized service at every step.

  • G2 Leader Summer '24
  • G2 Enterprise Leader Summer '24
  • G2 Mid-Market Leader Summer '24
  • G2 Small Business Leader Summer '24
  • G2 Small Business Best Relationship Summer '24
  • G2 Momentum Leader Summer '24

Compare HubSpot & Intercom

Get our PDF guide that breaks down the features, benefits, and differences between HubSpot and Intercom.

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HubSpot vs Intercom FAQ

HubSpot Service Hub is AI-powered customer service software that helps you scale support across channels and drive customer retention.

Intercom is a strong support-focused platform that combines a help desk, chatbot, and messenger. However, it can keep your team stuck in disconnected silos and limit your ability to deliver a seamless customer experience across the entire journey. Some key reasons why to choose HubSpot include:

  • Unified customer platform
    • Smart CRM with shared customer data
    • Multi-channel inbox
    • Cross-team automation with built in reporting 
  • AI that’s built in, not bolted on
    • Customer Agent for 24/7 support
    • Breeze Copilot for content and replies
    • AI embedded across all front-office teams
  • Proactive customer success tools
    • Centralized customer success workspace 
    • Health scores for account monitoring
    • NPS, CSAT, & custom surveys

HubSpot's customer platform is purpose-built to fuel your business growth efficiently, with seamless onboarding, customization, and scalability. Its user-friendly interface, integration capabilities, automation features, and advanced analytics make it a comprehensive solution that supports you at every stage of your business growth.

In fact, at HubSpot, we use Service Hub to manage our own customer support.

HubSpot Service Hub helps teams scale support and boost retention on one connected platform with transparent, predictable pricing.

Intercom may look comparable on the surface, but core features like surveys, CRM functionality, and generative AI require add-ons or integrations—making it harder to scale without increasing complexity and cost.

HubSpot Service Hub includes unique features like 1-to-1 email, ticket pipelines, tasks, meeting scheduling pages, customer success workspace, customer health scores, conversation intelligence, coaching playlists, playbooks, documents, custom surveys, and more that Intercom service products do not include.

Moreover, HubSpot offers marketing, sales, commerce, data management, and data enrichment capabilities that Intercom lacks through our Marketing Hub, Sales Hub, Commerce Hub, Operations Hub, and Breeze Intelligence products respectively.

HubSpot offers deep customization through custom objects, properties, and associations to ensure your data structure aligns with your business. You can set up tailored workspaces to fit your team’s needs, configure essential elements like contact records, and use extensions to build custom UI components. This flexibility makes it easy to adapt HubSpot to your processes and scale with confidence. More info here.

Yes, HubSpot includes customizable reports, interactive dashboards, and advanced pre-built service analytics to help you monitor things like response time, time to close, and ticket volume.

HubSpot prioritizes customer data security with strong data encryption, compliance, regular audits, role-based permissions, and strict password policies. With a robust disaster recovery plan and secure cloud infrastructure, HubSpot provides ongoing monitoring and enhancement of its security measures.

HubSpot's marketplace of 1,800+ apps can connect your existing tools and help you find the right apps to grow your business (featured apps).

Yes, HubSpot includes a powerful suite of AI features to help your team work smarter. Breeze Copilot, Customer Agent, and tools like content assistant, conversation summaries, and reply recommendations help automate tasks, streamline workflows, and surface valuable insights. From support to sales to marketing, HubSpot’s AI capabilities give your business the speed and intelligence needed to stay ahead in a fast-changing environment.

Attract More Customers with HubSpot Today!

Use HubSpot Service Hub to better scale support and drive retention today.

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  1. HubSpot State of Service Report 2024
  2. These insights are based on the average time to close a ticket in HubSpot for Professional and Enterprise Service Hub customers who have activated Customer Agent (n=166) versus those who did not (n=5,189) from October 2024 through December 2024.
  3. This information is based on 424 video interviews of Manager+ software purchase decision makers/CRM users in US, UK, CAN, AUS, Germany, France, and Japan conducted in Jan 2025.