Intercom is a fantastic product. If you are a venture backed SaaS company with a million dollars in the bank, it is the gold standard.

But for a local dentist, a law firm, or a marketing agency, Intercom is a financial trap.

In 2025, we are seeing a mass migration of SMBs moving away from "per resolution" pricing models. They are switching to flat rate, white label solutions managed by their agencies.

Here is why the math no longer works for Intercom, and how you can save your clients thousands of dollars this year.

The $0.99 "Resolution" Tax

Intercom’s AI bot, Fin, charges $0.99 per resolution.

That sounds cheap until you do the math. A "resolution" is just a conversation where the AI answers the question.

Let’s take a typical local business. A busy dental practice might get 200 website chats a month. These are simple questions. "Do you take insurance?" "Are you open on Saturdays?"

The Intercom Bill:

• Seat Cost: $39/mo (Essential Plan, 1 seat)

• AI Usage: $198 (200 resolutions x $0.99)

• Total: $237 per month

That is nearly $3,000 a year just to answer basic FAQs.

The "Seat" Trap

The cost above assumes the business only has one person logging in.

But most businesses need their receptionist, their office manager, and maybe a sales rep to see the messages. Intercom charges for every single seat.

If that dentist wants 3 people to have access, the base cost jumps from $39 to over $117 before a single AI message is sent.

The Agency Alternative (The Kuga Model)

This is where you come in.

As an agency, you can offer the exact same outcome for a fraction of the price, while making a healthy profit.

You set up a Kuga agent for them. It ingests their website, answers their FAQs, and books appointments into their calendar.

The Kuga Model:

• Your Cost: ~£19/mo (approx $24)

• You Charge the Client: $99/mo (Flat Rate)

• Client Saves: $138/mo (vs Intercom)

• You Make: $75/mo profit

Why the "Flat Rate" Wins

Small business owners hate variable bills. They despise opening an invoice in January and seeing it doubled because they had more website traffic than usual.

They want predictability.

By selling a flat rate AI agent, you give them peace of mind. They get unlimited AI answers for a fixed price. You get a sticky, recurring revenue stream that is almost pure profit.

The Verdict

Intercom is built for tech giants who need complex ticket routing and enterprise features.

For 99% of SMBs, it is overkill and overpriced. They do not need a "Customer Success Platform." They just need an agent that answers questions and books calls.

Stop letting your clients overpay for software. Move them to your own branded agent and keep the margin for yourself.