Intercom is customer messaging for SaaS: a shared inbox, in-app chat, product tours, and Fin, its AI agent that resolves a meaningful share of conversations before a human touches them. The product is polished end to end, and in-app context makes conversations feel native to your product rather than bolted on.
It suits teams that live in chat with their customers and want support, onboarding and engagement in one place. Pricing is the perennial complaint — seat costs plus usage-based AI resolutions are hard to forecast. Cost-sensitive teams look at Crisp or Help Scout.