What users are saying about
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Top Rated
319 Ratings
Top Rated
326 Ratings

Intercom

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Top Rated
319 Ratings
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Score 8.4 out of 100
Top Rated
326 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Incident and problem management

    Intercom

    Feature Set Not Supported
    N/A
    7.6

    Salesforce Service Cloud

    76%
    Salesforce Service Cloud ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.3
    83%
    55 Ratings

    Expert directory

    N/A
    0 Ratings
    7.1
    71%
    40 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.1
    71%
    47 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.2
    72%
    42 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.0
    80%
    56 Ratings

    Ticket response

    N/A
    0 Ratings
    8.0
    80%
    55 Ratings

    Self Help Community

    Intercom

    Feature Set Not Supported
    N/A
    7.0

    Salesforce Service Cloud

    70%
    Salesforce Service Cloud ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.8
    68%
    46 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.3
    73%
    51 Ratings

    Multi-Channel Help

    Intercom

    Feature Set Not Supported
    N/A
    7.7

    Salesforce Service Cloud

    77%
    Salesforce Service Cloud ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    7.4
    74%
    39 Ratings

    IVR

    N/A
    0 Ratings
    7.3
    73%
    25 Ratings

    Social integration

    N/A
    0 Ratings
    7.9
    79%
    34 Ratings

    Email support

    N/A
    0 Ratings
    8.0
    80%
    56 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.1
    81%
    49 Ratings

    Attribute Ratings

    • Intercom is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Salesforce Service Cloud is rated higher in 2 areas: Likelihood to Renew, Usability

    Likelihood to Recommend

    8.7

    Intercom

    87%
    96 Ratings
    8.1

    Salesforce Service Cloud

    81%
    62 Ratings

    Likelihood to Renew

    8.8

    Intercom

    88%
    12 Ratings
    9.6

    Salesforce Service Cloud

    96%
    4 Ratings

    Usability

    8.0

    Intercom

    80%
    3 Ratings
    8.4

    Salesforce Service Cloud

    84%
    11 Ratings

    Availability

    Intercom

    N/A
    0 Ratings
    8.7

    Salesforce Service Cloud

    87%
    7 Ratings

    Performance

    Intercom

    N/A
    0 Ratings
    8.6

    Salesforce Service Cloud

    86%
    7 Ratings

    Support Rating

    8.0

    Intercom

    80%
    6 Ratings
    7.4

    Salesforce Service Cloud

    74%
    29 Ratings

    Online Training

    Intercom

    N/A
    0 Ratings
    9.0

    Salesforce Service Cloud

    90%
    1 Rating

    Implementation Rating

    5.0

    Intercom

    50%
    4 Ratings

    Salesforce Service Cloud

    N/A
    0 Ratings

    Likelihood to Recommend

    Intercom

    The intercom is well suited for email handling. We are currently experimenting with IBM Watson virtual assistant integration to automate customer responses at the first point of contact. Would love to see Intercom develop its own deployable plug-and-play customer inquiry funnels (via eForms, chatbots, etc) which companies could embed as a widget that would seamlessly connect to the Intercom hub.
    Anonymous | TrustRadius Reviewer

    Salesforce Service Cloud

    Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
    Gordon Dalgleish | TrustRadius Reviewer

    Pros

    Intercom

    • Its in-app overlay is both minimal, but also attention-grabbing. Our customers always know how to get ahold of us.
    • Intercom's instant messaging platform allows to quickly drag and drop screenshots as well as a giphy menu, leading to a great customer experience.
    • Intercom provides great reporting and blasting capabilities.
    Anonymous | TrustRadius Reviewer

    Salesforce Service Cloud

    • Flexibility of data tracked, displayed, reported on, and customized.
    • Single source of truth for support, implementations, sales and management.
    • Ability to integrate through built-in app exchange and easy API.
    • Reporting and emailed reports with direct links to drill down into data.
    • Do virtually whatever you "need" to do.
    Jonathan Tanis | TrustRadius Reviewer

    Cons

    Intercom

    • Targeting messages appropriately
    • We often have several messages compounding on top of each other
    • I'd love if they could notify people who have not marked our announcements/messages/communication as read so that they don't end up having several un-related messages overwhelming them
    • When a thread is continued from a previous questions, I wish it was more obvious that the conversation had already been started with a particular person
    Anonymous | TrustRadius Reviewer

    Salesforce Service Cloud

    • Incredibly complex to set up and configure.
    • Multiple points of potential failure.
    • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
    • Front-facing community is extremely difficult to configure and comes with many limitations.
    • No help is provided by Salesforce without expensive Premiere Support plans.
    • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Intercom

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Salesforce Service Cloud

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $65 per month

    Likelihood to Renew

    Intercom

    Intercom 8.8
    Based on 12 answers
    It's currently a perfect fit for our needs, and we are customer-focused and small. When we grow, we may need to re-evaluate, but our current team finds it easy. Reviewing conversations is simple and allows for great training. The canned replies make service fast and easy. Smart suggestions remove the need to re-write technical walkthroughs and explanations for our FAQ
    Ariana Thompson | TrustRadius Reviewer

    Salesforce Service Cloud

    Salesforce Service Cloud 9.6
    Based on 4 answers
    Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
    Anonymous | TrustRadius Reviewer

    Usability

    Intercom

    Intercom 8.0
    Based on 3 answers
    It is very easy to learn and use for newbies. They use their features to help the user learn how to work Intercom. I was guided by product tours several times during my initial training. Being slightly more advanced with technology, I wish I could make more changes to the platform, but they have designed it in a way to make it easier for all levels of tech users.
    Anonymous | TrustRadius Reviewer

    Salesforce Service Cloud

    Salesforce Service Cloud 8.4
    Based on 11 answers
    I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    Intercom

    No score
    No answers yet
    No answers on this topic

    Salesforce Service Cloud

    Salesforce Service Cloud 8.7
    Based on 7 answers
    Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
    Anonymous | TrustRadius Reviewer

    Performance

    Intercom

    No score
    No answers yet
    No answers on this topic

    Salesforce Service Cloud

    Salesforce Service Cloud 8.6
    Based on 7 answers
    There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
    Hans Hong | TrustRadius Reviewer

    Support Rating

    Intercom

    Intercom 8.0
    Based on 6 answers
    We received an almost immediate response, however, despite the issue being quite urgent and stating that, we did not receive an update for almost an entire day. When we requested an update, we were told that this was due to time differences between the person that received the request and us. The timely nature of support should not be dependent on a single person
    George Markou | TrustRadius Reviewer

    Salesforce Service Cloud

    Salesforce Service Cloud 7.4
    Based on 29 answers
    It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    Intercom

    Intercom 5.0
    Based on 4 answers
    I didn't implement it, but it's supposed to be quite easy through Segment
    Anonymous | TrustRadius Reviewer

    Salesforce Service Cloud

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    Intercom

    It wasn't listed up there but Salesforce also has a program called Digital Engagement outside of Pardot that is its very own chat bot. The support that you get with Salesforce products can be a bit hit or miss, as well it is generally more expensive than programs like Intercom. The integration can't be beat, to be sure, but unless your chat bot is receiving dozens of messages a day the limitations of the Intercom-Salesforce integration are negligible the price of changing over to a new platform, having to work with a Salesforce specialist, and the literal price itself.
    Anonymous | TrustRadius Reviewer

    Salesforce Service Cloud

    I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    Intercom

    • We've seen an increase in number of registrations for webinars by advertising them in-app using intercom.
    • Greater awareness of product releases which has help reduce frustration and promote satisfaction and ultimately stickiness to product.
    • Greater number of leads because visitors to website are more likely to submit a query in a chat box than send a direct email.
    Nikhil George | TrustRadius Reviewer

    Salesforce Service Cloud

    • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
    • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
    • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
    Anonymous | TrustRadius Reviewer

    Screenshots

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