Intercom is an AI-powered customer service platform favoured by tech companies and online businesses. At its core is Fin, an AI agent that handles support inquiries 24/7 while maintaining your brand's voice.

The platform combines live chat, messaging, email support, and a self-service help center, while equipping support teams with AI-enhanced tools for faster resolution. Popular among companies like Lightspeed and TravelPerk, Intercom's automation and insights help teams deliver personalized customer experiences at scale.

Intercom excels in proactive user engagement and support automation, making it a strong choice for businesses aiming to streamline customer interactions. Features like targeted messaging, self-service help centers, and AI-powered tools like Fin provide tangible benefits, from re-engaging inactive users to deflecting support tickets. The omnichannel experience ensures customers can connect seamlessly across platforms, while support teams benefit from efficiency-boosting automations.

Conversely, its reliance on meticulous setup is a drawback; poorly configured messages or overly aggressive chat prompts risk annoying users. Additionally, while powerful, it doesn’t fully replace the need for human interaction in complex scenarios. Intercom is best suited for companies ready to invest time in setup and looking to enhance—not entirely automate—their customer experience.