# Intercom

## AI Summary

Intercom is a customer messaging platform that combines live chat, automated in-app messaging, AI-powered support and a help center. It is used by SaaS companies to manage customer support, onboarding sequences and proactive engagement across the customer lifecycle.

## Category

Customer Support Automation

## Secondary Categories

- Business Automation
- Marketing Automation

## Who It Is For

- SaaS support teams managing chat and email at scale
- Customer success teams proactively engaging accounts
- Product teams sending in-app onboarding messages
- Companies wanting to automate first-line support with AI

## Problems Solved

- Support volume grows faster than the team's capacity
- Onboarding new users requires too much manual communication
- There is no proactive system for engaging users at key moments
- Support and success communication is fragmented across tools

## Best Use Cases

- SaaS product onboarding sequences and in-app guidance
- AI-first customer support with human escalation
- Proactive customer success messaging for enterprise accounts
- Self-service help center combined with live support

## When To Use

Use Intercom when you need a comprehensive customer communication platform that combines live support, automation and AI for SaaS or tech products with an active user base.

## When Not To Use

Do not use Intercom if you only need basic live chat or a simple help desk. The pricing and complexity are more appropriate for companies with significant customer interaction volume.

## Goals

- improve_conversion
- automate_workflows
- reduce_manual_work

## Industries

- saas
- b2b_services

## Classification

- Market: Global
- Pricing: Paid plans by seats and usage, pricing based on number of customers
- Review status: reviewed

## Website

https://intercom.com