Logo - Full (Color)
Skip to content

HubSpot vs. Intercom

The customer experience is everything. Choosing the right customer service software is foundational to that experience. This page compares two customer service solutions — Intercom and HubSpot — to help you make the best choice.

Ready to see how Service Hub helps you prioritize your customers?
Get in touch with Sales for a demo.

What does HubSpot do?

HubSpot is a customer relationship management (CRM) platform that helps scaling businesses grow better with sales, service, marketing, content management, and operations software. 

 

What is HubSpot Service Hub?

Built on HubSpot’s CRM platform, Service Hub is an easy-to-use solution that gives you everything you need to put the customer first. It offers a comprehensive set of tools to deepen customer relationships, connect to the front office, and drive service efficiency.

What does Intercom do?

Intercom is an engagement operating system with tools available for support agents, onboarding teams, and marketers.                                                    

 

What is Conversational Support?

Conversational support is Intercom’s solution for customer service teams. With features like live chat, conversational bots, and help articles, it enables teams to provide high-quality, personalized help at scale.

Capabilities

Your customer service software lays the foundation for your customer experience. See how HubSpot and Intercom compare across the most important capabilities.

  • HubSpot’s CRM platform has been crafted in-house with software for service, sales, marketing, web, and operations teams, plus over a thousand integrations. The platform, built around the customer record, combines power with ease-of-use for a complete view of the customer journey and seamless handoffs between marketing, sales, and service teams. The result? A superior experience for customers throughout their journey.


    Intercom offers customer communication solutions for a number of front-office teams. Their Conversational Support package helps bolster customer support teams, and can be connected to your businesses’ CRM. Teams using Intercom and similar solutions gain potential independence from the technology being used by marketing and sales, but lack a shared view of the customer and common interface.

     

     

     

  • HubSpot Service Hub includes customer portal and knowledge base software in its Professional and Enterprise tiers. Multilingual support and SEO tools are built right in to help your knowledge base articles rank well, and anyone can build reports and dashboards to measure the impact of each page over time. Customers will appreciate how easy it is to find help, and the added transparency of a fully customizable customer portal to track ticket statuses will put them at ease. Connected to your shared inbox, the customer portal keeps ticket conversations going between customers and reps, fostering a positive and helpful relationship.


    Intercom also incorporates help center articles into Conversational Support, leaning more heavily on chat recommendations than organic search. While there is no customer portal feature, help centers are customizable and can be adjusted to your business’s needs. Similar to HubSpot, Intercom allows users to easily build and organize articles for use in a variety of channels and settings.

  • HubSpot is obsessed with the success of our customers, which is why we’ve taken a multifaceted approach that incorporates our in-house support team, a world-class HubSpot Academy, and extensive documentation and how-to guides in our own knowledge base. We’ve also invested in an intuitive interface that’s easy to adopt and customize.

    Intercom offers basic support to all customers, as well as paid options for more demanding customers. Premier Support includes better response times and escalation options, while Premier Success and Premier Onboarding help with training and education. Intercom offers some web-based training and essential documentation, but with a more narrowly focused set of topics. 

  • HubSpot offers over 1,000 applications in its directory, including over 100 applications dedicated to service. The most installed customer service applications are Facebook Messenger, SurveyMonkey, and Intercom. Moreover, HubSpot also boasts a sophisticated partner network with over 6,000 solutions partners and providers and many service-specific courses within HubSpot Academy. HubSpot encourages customers to build on our platform, with APIs that enable greater customization when needed.


    Because Intercom needs to integrate with other systems to provide a complete view of the customer, it boasts a large app store with many natively built applications. While the Intercom app store is smaller than HubSpot’s, Intercom does offer powerful APIs to build an integration between Intercom’s customer communications platform with any tool of your choice.

  • HubSpot offers customization at every scale, from individual preferences and the user interface to custom dashboards shared across your team to tailored objects used by the entire business. Service Hub offers customization without complexity, another benefit of HubSpot’s intuitive functionality and thorough documentation.


    Intercom specializes in messaging customization specifically, with a wide range of options for service leaders to configure. For chat customization, both HubSpot and Intercom tools offer in-app chat, a mobile SDK, and highly customizable branding.

  • HubSpot Service Hub Starter pricing begins at $45 per month (including two seats). Three paid tiers (as well as free tools) ensure that your business can get started on HubSpot and continue to grow for years to come. 


    Intercom’s Starter package for very small businesses, which includes some of the same tools as the company’s Conversational Support product, starts at $74/mo. Conversational Support pricing for “most businesses” is not listed publicly.

    Intercom pricing current as of 18 March 2022 (source).

     

CSM 2022 Data Quadrant Image

Service Hub is a Leader in Customer Service Software

SoftwareReviews recognized Service Hub as a leader and gold medalist in its 2022 Customer Service Management Report, based on input from HubSpot users.

"We’ve been able to build stronger relationships with our customers… We couldn’t imagine life without HubSpot."

Don’t just take our word for it. See how Stella used HubSpot to grow revenue by over €10M.

Read the full case study

What are customers saying?

Service Hub is consistently praised by HubSpot users on review sites like G2.com and SoftwareReviews.com

Service Hub brings together several different technologies that are expensive to buy individually, such as [surveys] and [chat solutions]… Having these tools built into a single platform is the future of customer service.

HubSpot is trusted by over 135,000 businesses in more than 120 countries.

A Community That Has Your Back

HubSpot Solution Partners

HubSpot’s Solution Partner Program is a network of agencies to help you resource your strategy with HubSpot. Whether you need someone to help create content or build workflows, there’s a partner here for you.

HubSpot Community

Our Community is there when you need them. Whether it’s getting set up or figuring out the best way to customize Service Hub for your needs, there are over 85,000 community members ready to answer your questions.

Knowledge Base

You’re busy. You don’t have time to file a support ticket. You’re also extremely smart and can find answers on your own. Search our comprehensive Knowledge Base to answer any question you might have about our products.

Prioritize customers as you scale.

Use Service Hub to deepen customer relationships, drive team efficiency, and fully connect service to the front office.