HubSpot Service Hub vs. Intercom

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
HubSpot Service Hub
Score 8.6 out of 10
N/A
HubSpot Service Hub aims to bring customer service data and channels together in one place, and helps scale support through automation and self-service. According to the vendor, Service Hub provides more time for proactive service that delights, retains, and grows your customer base.
$50
per month
Intercom
Score 8.6 out of 10
N/A
Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more resources - leading to happier customers and more efficient support teams.N/A
Pricing
HubSpot Service HubIntercom
Editions & Modules
Starter
$50 ($45)
monthly (annually)
Professional
$400 ($360)
monthly (annually)
Enterprise
Starting at $1,200
per month
No answers on this topic
Offerings
Pricing Offerings
HubSpot Service HubIntercom
Free Trial
NoYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
More Pricing Information
Community Pulse
HubSpot Service HubIntercom
Considered Both Products
HubSpot Service Hub

No answer on this topic

Intercom
Chose Intercom
Intercom is a full suite that is more affordable than other systems such as Drift and HubSpot. Although the latter would have been even better integrated with our CRM since we use HubSpot Sales, the hidden costs with HubSpot always get us.
Chose Intercom
I used to use Hubspot live chat service for support. It always went down, and just wasn't as intuitive and clean as Intercom.
Top Pros
Top Cons
Features
HubSpot Service HubIntercom
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HubSpot Service Hub
8.5
11 Ratings
Intercom
-
Ratings
Organize and prioritize service tickets8.911 Ratings00 Ratings
Expert directory7.94 Ratings00 Ratings
Subscription-based notifications8.26 Ratings00 Ratings
ITSM collaboration and documentation7.65 Ratings00 Ratings
Ticket creation and submission9.011 Ratings00 Ratings
Ticket response9.411 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
HubSpot Service Hub
9.0
10 Ratings
Intercom
-
Ratings
External knowledge base9.010 Ratings00 Ratings
Internal knowledge base9.010 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
HubSpot Service Hub
8.1
6 Ratings
Intercom
-
Ratings
Customer portal9.14 Ratings00 Ratings
IVR7.03 Ratings00 Ratings
Social integration7.24 Ratings00 Ratings
Email support7.86 Ratings00 Ratings
Help Desk CRM integration9.36 Ratings00 Ratings
User Ratings
HubSpot Service HubIntercom
Likelihood to Recommend
8.7
(12 ratings)
8.9
(123 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(14 ratings)
Usability
-
(0 ratings)
9.0
(30 ratings)
Support Rating
-
(0 ratings)
8.0
(6 ratings)
Implementation Rating
-
(0 ratings)
5.0
(4 ratings)
User Testimonials
HubSpot Service HubIntercom
Likelihood to Recommend
HubSpot
It all depends on what business you're operating. You should also consider your needs, goals, and pain points when looking at [HubSpot] Service Hub. If you’re in need of a tool that will help you manage everything from start to finish, then yes HubSpot might be something to consider. It’s truly an all-in-one platform for everything and anything marketing, sales, and customer support, all in one place.
Read full review
Intercom
The intercom works great if you chat with your clients. It is easy to keep an eye on previous conversations as well as have data on clients in one space. However, Intercom is not suitable for ticketing purposes. If you are looking for a system that would allow creating tickets - Intercom is not the right fit.
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Pros
HubSpot
  • It makes it easier for us to keep track of customer awareness and review in one spot.
  • The great thing about how easy it is to use all of its fantastic tools.
  • The ability to check customer retention.
  • It's easy to track and measure the success of our organization's sales team.
  • This is a fantastic all-in-one customer success suite that includes ticketing.
Read full review
Intercom
  • Case management - allowing other teams (dispatch, accounts) to all contribute
  • Snoozing - allowing us to come back to enquiries and ensure they're never forgotten
  • Simply on-site contact with our team with live response times that build confidence
  • Canned replies - allowing us to introduce consistency and high standards in all our comms
  • Outbound email - incredinly powerful, ensuring all our comms are in one place
  • Multi-branded messengers on two different sites - allowing us to centralised responses behind the scenes but maintain brand separation
Read full review
Cons
HubSpot
  • Need to be able to customize and prioritize tiles when in deal view
  • Should have web forms and telescripts built into the program (templates)
Read full review
Intercom
  • I sometimes get confused about how to best target relevant customers for a specific campaign
  • I wish I could preview a whole series flow to see how it looks before pushing it live
  • Building out series ins't always clear when something will send and when it won't
Read full review
Likelihood to Renew
HubSpot
No answers on this topic
Intercom
I am giving Intercom a rating of 10 because we truly use this platform each day. When using the platform, we can have real-time conversations going on with parents, administrators, and even grandparents. They are able to discuss their general support needs and their billing support needs. Having this happen in real-time allows us to move forward with solving the customer issues
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Usability
HubSpot
No answers on this topic
Intercom
The interface and usability are impressive; even if you want to use a new function you have never tried before, it is just so evident and easy to find. The names of the menus and options are logical and make sense, plus the minimized logos again is natural. They must have done a lot of UX research and testing, as despite being a drab blue and grey inside their platform, it's smooth and inoffensive.
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Support Rating
HubSpot
No answers on this topic
Intercom
One of the great features about using Intercom is their support is going to be very similar to the support that you will be using with your customers. The chatbot is identical to your chatbot. So not only is user support easy to use and available, but it's a way to also learn how to use this feature.
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Implementation Rating
HubSpot
No answers on this topic
Intercom
I didn't implement it, but it's supposed to be quite easy through Segment
Read full review
Alternatives Considered
HubSpot
Hubspot Live chat is not the most feature backed but its core service is solid and gets the job. Other live chat software like Live Chat or Zendesk has more features but most of those features are not needed for the everyday biz user
Read full review
Intercom
We used Zendesk at my last company and don't use ZD at all at my current company. Our customers love love love our fast, bot-fee cs/help. You can set up bots in Intercom, but we only use automated routing. We like to give a human touch. We haven't yet exploited the ability to serve customers relevant articles, but that might be useful to you as your scale your CS ops.
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Return on Investment
HubSpot
  • Lead management has become more streamlined
  • Sales targets are visible; any changes made can be easily tracked and accounted for
  • Overall lead lifecycle management has improved and the way data moves to other apps makes life easier for the other business functions to keep track on the new and old deals
Read full review
Intercom
  • Increase in demo sets and deals won by engaging with prospects that hadn't requested a demo yet.
  • Increase in efficiency for our support team to receiving tickets.
  • Boosting registration for our on going training webinars as well as those for new product announcements.
Read full review