From my experience, Intercom can be a great way for new customers to connect with your team when they are logged into your product. However, it can be a little difficult to ensure someone is always able to reply to chats. I've found Intercom to be a really good solution for SMB focused SaaS companies that have a Customer Success team that mirrors a more traditional Customer Support Org (high volume, ticket-based work) with primary responsibilities revolving around getting customers to take specific actions within the product to complete an Onboarding process.
