Overview

Customer.io and Intercom are both customer messaging platforms, but they approach the problem from opposite directions. Customer.io is email-first, built for automated lifecycle marketing based on user behavior. Intercom is chat-first, built for real-time customer support and conversational engagement.

Different Problems, Different Tools

The question isn't which is better - it's what problem you're solving. Need to send automated email sequences triggered by user behavior? Customer.io. Need live chat, AI support, and help center? Intercom. Many companies use both, each for its strength.

Email vs Chat

Customer.io's email automation is sophisticated - behavioral triggers, complex workflows, multi-channel orchestration. Intercom can send email, but it's not the focus.

Intercom's chat and support features are comprehensive - live chat, AI bot (Fin), ticketing, help center, product tours. Customer.io doesn't do real-time chat or support.

Pricing Complexity

Customer.io pricing is straightforward: pay based on profiles. At 10,000 profiles, expect around $150/month for Essentials.

Intercom pricing is complex. Base seats start at $29-$139 each, but add AI resolution fees ($0.99 per resolution), proactive messaging add-ons ($99/month), and channel costs. Most businesses pay $600-2,000+ monthly.

In-App Messaging

Both support in-app messages, but differently. Intercom's product tours and targeted messages are more sophisticated for in-app engagement. Customer.io's in-app messaging is simpler, focused on notifications rather than interactive tours.

Making the Choice

If your primary need is automated lifecycle email at scale, Customer.io is the clear choice. If you need customer support, live chat, and AI automation, Intercom is purpose-built for that. Many companies use Customer.io for marketing and Intercom for support - they complement rather than compete.