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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

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

Compare HubSpot & Intercom

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HubSpot vs Intercom FAQ

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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.