Intercom

Intercom is the AI customer service company.

Customer Support Platforms 4.9 (216 reviews)

2011 Founded

1001-5000 Employees

30,000+ Customers

San Francisco, CA, USA Headquarters

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Quick Facts

✓ Free Trial

Website

intercom.com →

Pricing Model

tiered

Free Trial

14 days

Phone

(917) 565-0579

Address

175 Kent Ave, Brooklyn, NY 11249 →

Business Type

Security system installation service

Verified on Google View →

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About Intercom

Intercom is a private software company that provides an AI-first customer service platform used by tens of thousands of digital businesses worldwide. Founded in 2011 in San Francisco by Eoghan McCabe, Des Traynor, Ciaran Lee, and David Barrett, Intercom began as a business messaging tool and has evolved into a full customer service suite that blends AI automation with human support. The company has raised more than $240M in venture funding from investors such as Kleiner Perkins, Bessemer Venture Partners, Social Capital, Index Ventures, and others, and is widely recognized as a category leader in AI-powered customer service.

At the core of Intercom’s offering is the Intercom Customer Service Suite, which unifies Fin, its AI Agent, with a next-generation helpdesk, shared inbox, ticketing, and a robust help center. Fin is designed to resolve a large share of support conversations across channels, while human agents work from an AI-enhanced inbox that centralizes conversations, ticket workflows, customer data, and reporting. Surrounding this core are proactive messaging tools (like in-app posts, tours, and surveys), mobile SDKs, and a large ecosystem of integrations that connect Intercom to CRMs, ecommerce platforms, marketing tools, analytics, and more.

Intercom positions itself as “the AI customer service company,” emphasizing deep investment in AI and automation. Fin’s performance, Copilot’s agent-assist capabilities, and AI-powered reporting and insights are key differentiators against more traditional helpdesk tools. The platform is used heavily by SaaS, ecommerce, fintech, and other digital-first companies that need to deliver real-time support at scale while controlling costs.

Today, Intercom is headquartered in San Francisco with additional offices in Dublin, London, Chicago, and Sydney. It employs roughly a thousand people and features on lists like the Forbes Cloud 100. The company markets aggressively to support leaders and CX executives, and is frequently compared with incumbents such as Zendesk, Freshdesk, and HubSpot Service Hub as buyers evaluate modern, AI-driven alternatives to legacy ticketing systems.

Key Features

Fin AI Agent - AI-powered virtual agent that resolves a large share of customer queries across chat, email, SMS, phone and other channels.

AI-enhanced shared inbox - configurable team inbox with keyboard shortcuts, macros, SLAs, and collaboration tools to handle conversations faster.

Modern ticketing - customer, back-office, and tracker tickets to coordinate multi-team issue resolution without losing conversational context.

Help Center & knowledge base - public and private, multilingual help center with article management, search, and in-product surfacing of answers.

Copilot for agents - AI assistant that summarizes conversations, drafts replies, translates messages, and surfaces relevant content for agents.

Omnichannel messaging - support customers via live chat, in-app messaging, email, SMS, WhatsApp, Facebook and other channels in a single workspace.

Proactive support & product tours - in-app posts, banners, checklists, surveys and guided product tours (via Proactive Support Plus) to onboard and educate users.

Workflows automation - no-code visual builder to automate routing, triage, SLAs, bots, and follow-up actions based on customer attributes and behavior.

Customer data & segmentation - unified customer profiles with events and traits for granular segmentation, personalization, and targeted messaging.

Reporting & analytics - dashboards for volume, performance, SLAs, Fin resolution rates, and customer experience metrics across teams and channels.

Apps & integrations marketplace - 450+ apps and integrations, including CRM, ecommerce, marketing automation, analytics, and collaboration tools.

Mobile SDKs & in-app experiences - native SDKs for iOS and Android to embed the Intercom Messenger, help center, push messaging, and carousels in mobile apps.

Knowledge Hub - centralized content layer that powers both AI and human support to ensure consistent, policy-aligned answers.

Security & compliance - enterprise-grade security features, auditability and compliance with key frameworks like SOC 2, ISO 27001 and HIPAA.

Customer portal and CS tools - self-service portals and tools to let customers track tickets, manage conversations, and access relevant resources.

Best For

Company Size

smb mid-market enterprise

Industries

SaaS Technology eCommerce & Retail Financial Services & Fintech Online Marketplaces Gaming & Entertainment

Use Cases

Real-time customer support via live chat and in-app messaging AI-powered self-service and automation with Fin AI Agent Help desk and ticket management across teams Proactive onboarding, product tours, and in-app education Ecommerce order tracking and post-purchase support Customer lifecycle messaging and retention campaigns

FAQ

What is Intercom?

Intercom is an AI-first customer service platform that combines Fin, an AI agent for resolving customer queries, with a modern helpdesk, shared inbox, ticketing, help center, and proactive messaging tools. It allows businesses to support customers across live chat, email, SMS, WhatsApp, phone, and social channels from one workspace, while leveraging automation and AI to reduce ticket volume and improve response times.

How much does Intercom cost?

Intercom's Customer Service Suite pricing starts at approximately $29 per seat per month (billed annually) on the Essential plan, with Advanced and Expert plans starting around $85 and $132 per seat per month, respectively. All plans include Fin AI Agent, which is billed separately at $0.99 per resolved conversation, and there are additional usage-based charges for channels like SMS, WhatsApp, and phone. A 14-day free trial is available, and enterprise or multi-year contracts are typically priced via a sales-led process.

What are the main features of Intercom?

Key Intercom features include the Fin AI Agent for automated support, an AI-enhanced shared inbox, a full ticketing system, public and private help centers, Copilot agent-assist, omnichannel messaging across chat, email, SMS, WhatsApp, social and phone, a visual workflows automation builder, proactive in-app messaging and product tours, rich customer data and segmentation, detailed reporting and analytics, and a large integrations marketplace with CRMs, ecommerce, marketing and analytics tools.

Who are Intercom's main competitors?

Intercom's main competitors in the customer support and helpdesk space include Zendesk, Freshdesk, HubSpot Service Hub, and Help Scout. Depending on the use case, buyers may also compare Intercom with other conversational support or live chat tools, as well as AI-focused support platforms that offer standalone chatbots or ticketing.

Is Intercom good for small businesses?

Intercom can work well for small businesses that are digital-first and value automation, in-app messaging, and a polished support experience. The Essential plan and startup discounts can make it accessible to early-stage teams, and Fin can help small support teams handle higher volumes. However, very small or budget-sensitive businesses that only need a basic email or ticketing tool may find Intercom's pricing and feature breadth more than they need compared with simpler, lower-cost alternatives.

Customer Reviews

4.9 out of 5

Based on 216 Google reviews

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Jon Thiel 🏅

6 days ago

Luca and his team of locksmiths, replaced my old Siedel intercom with a new one, and fitted and installed some top quality hardware on a new door I ordered. They went out of their way to make sure everything worked properly and made extra adjustments and cosmetic fixes that resulting in a top quality look and performance. Much appreciated will def work with NYC intercom again. Thank you

Response from owner 6 days ago

Thank you Jon, we really appreciated you’re business

Rom Barokas 🏅

2 weeks ago

Best service in NYC . After struggling with other intercom companies and no one was be able to resolve my issue, Luca came over and after 2 hrs found the problem and from this point the way to resolve it was a joke for him . Thank you for the best service !!!

Response from owner 2 weeks ago

Thank you for your feedback Rom. We really appreciate it

shani tamir 🏅

2 weeks ago

NYC Intercom did a fantastic job installing our brand new video intercom system! The upgrade has been a total game-changer. The video quality is crystal clear, and the smartphone app integration is honestly amazing—it's so convenient to be able to see who is at the door and buzz them in right from my phone. Highly recommend them for anyone looking to modernize their security!

Response from owner 2 weeks ago

Thank you for the feedback Shani, it was a pleasure working with you.

Estela R. 🏅

3 weeks ago

NYC intercom is fast, reliable and provides great customer service! They installed a video intercom system and automatic door closers that we needed for an older family member’s house who could no longer safely go down the stairs to answer the door. The installers were courteous, respectful of the home and very helpful with solutions to modifying. our older tricky doors in order to make the system work smoothly . They are quick to respond and provide fair, honest pricing for a job well done.

Response from owner 3 weeks ago

Hi Estela, Thank you so much for your feedback, it was a pleasure working with you

Edward Hanna 🏅

3 weeks ago

This company is great. They provided documentation and walked me through troubleshooting my intercom system free of charge and saved me the cost of a service call.

Response from owner 3 weeks ago

Thank you Ed, we really appreciate your feedback

Ray Maclin 🏅

a month ago

Great Company. Great Cameras. Techs in the field are super responsive. Recommended.

Response from owner a month ago

Thank you Ray

Roberto Bayley Angeleri 🏅

a month ago

Professional and timely work. The technicians who perform this work are of the highest professional competence. I congratulate them.

Response from owner a month ago

Than you so much for the feedback Roberto, it’s was a real pleasure working with you as well

Oded Nachmani 🏅

a month ago

Great service Luca is very helpful the system works great. I highly recommend it

Response from owner a month ago

Thank you for the feedback Oded, We really appreciated it

Reilly Simmons 🏅

4 months ago

Amazing company - handled the entire process from discovery to installation seamlessly. 11/10.

Response from owner 4 months ago

Thank you forte feedback, it was a real pleasure working with you as well

Julia Deptula 🏅

5 months ago

I chose this company based on the stellar reviews. NYC Intercom, specifically Luca, were professional and very responsive. The product for my three story walk up is way more than adequate. The added safety features give one a sense of much needed security. I highly recommend this company!!

Response from owner 5 months ago

Thank you for your feedback Julia, we really appreciate it.

Stuart Zechman 🏅

5 months ago

Luca was extremely helpful in getting us set up when we really needed it.

Response from owner 5 months ago

Thank you Stuart

George Catechis 🏅

5 months ago

Great product but best of all great service! Luca and team came out to retrofit my existing bell intercom with the Comelit video doorbell. All performed well and with Luca sourcing adapter plates on the spot to close off existing openings left from the retrofit, making the installation aesthetically appealing and better than before. They also stayed after the installation making sure users knew how to operate.

Response from owner 5 months ago

Thank you for the feedback George, it was a pleasure assisting you.

Ami Baron 🏅

8 months ago

My mother had an old intercom and security system, and I searched for a reliable replacement to help her feel safe. NYC Intercom provided an excellent experience from start to finish. The team was professional, responsive, and took the time to explain all the options available. The installation was smooth and efficient, and my mother now feels much more secure in her home. I highly recommend their service to anyone looking for quality security solutions in the city. Thank you!

Response from owner 8 months ago

Thank you for your feedback Ami.

Cilian Tung 🏅

a year ago

Great service and excellent product from NYC intercom. Installing the intercom drastically improved our buzzer system.Luca and his team are great, very friendly and helpful. Luca explained in detail of the scoop of the project and let us understand how everything works. The team installed everything correctly and efficiently. The project does ended up with a small surprise charges, but overall we are very happy with this intercom upgrade project!