Intercom (company)

Intercom is a Conversational Relationship Platform (CRP) that helps businesses build better customer relationships through personalized, messenger-based experiences. Intercom is headquartered in San Francisco with additional offices in Chicago, Dublin, Sydney and London.

Intercom, Inc.
Private company
IndustryEnterprise software
Founded2011 (2011)
FoundersEoghan McCabe (Chairman)
Des Traynor (CSO)
Ciaran Lee (CTO)
David Barrett
HeadquartersSan Francisco, California
Key people
Karen Peacock (CEO)
Dan Griggs (CFO)
Shane Murphy-Reuter (SVP Marketing)
LB Harvey (SVP Sales & Support)
Paul Adams (SVP Product)
Darragh Curran (VP Engineering)
Chris Tobin (VP People)
Websitewww.intercom.com

As of February 2017, Intercom has 100,000 monthly active users.[1][2] As of July 2020, Intercom has 30,000+ paying customers, including Facebook, Amazon and Lyft [3].

History

Intercom was founded in California in 2011 by four Irish designers and engineers, Eoghan McCabe, Des Traynor, Ciaran Lee and David Barrett.[4] The four previously ran Irish software design consultancy Contrast, which made Exceptional, a bug tracking tool.

After selling off Exceptional, which is now part of Rackspace, in 2011, they used the proceeds to start Intercom.[5]

In 2012 Twitter co-founder Biz Stone invested an undisclosed sum in Intercom.[1] Shortly thereafter Intercom received seed funding from David Sacks, Huddle founder Andy McLoughlin, and others.[6] In March 2013 it announced a $6 million Series A round led by Social Capital.[7] In January 2014 it received a $23 million series B funding lead by Bessemer Venture Partners.[8] Intercom also received a $50 million series C-1 funding lead by Index Ventures.[9][10]

In 2017 Intercom offered to pay the legal fees for those affected by US president Donald Trump’s proposal to ban Muslims who wanted to relocate to Ireland.[11]

In 2018 Intercom announced a $125 million Series D round led by Kleiner Perkins, with participation from Google Ventures.[12]

In June 2020, Intercom's Founder and then CEO Eoghan McCabe announced at an internal company All Hands that he would be moving to the role of Chairman and standing down as CEO. Karen Peacock was announced as Intercom's new CEO effective July 1st, 2020.[13]

Products

Intercom is used by sales, marketing and support teams to deliver personalized, messenger-based experiences across the customer journey. Intercom helps businesses build better customer relationships that drive loyalty and growth, with solutions including Conversational Marketing, Conversational Customer Engagement and Conversational Support. These solutions convert more website visitors into customers, increase retention and revenue from existing customers and increase customer satisfaction while improving support efficiency. [14]

In 2020, Intercom rebuilt their website[15] as a server-side rendered React application with content pulled from Contentful (acting as a CMS). No content is utilized in the site's git repo. Previously, the site was built using Ruby on Rails.

References
  1. Bort, Julie. "How drinking Guinness with Biz Stone launched one of the fastest-growing startups in the Valley today". Business Insider. Retrieved 25 February 2017.
  2. O'Brien, Ciara. "Intercom reaches 17,000 paying customers, including Microsoft". The Irish Times. Retrieved 25 February 2017.
  3. https://www.irishtimes.com/business/technology/intercom-names-new-ceo-as-it-gains-facebook-and-amazon-as-clients-1.4282647
  4. O'Brien, Ciara. "Serial entrepreneur's expanding his tech success from base in the Valley". The Irish Times. Retrieved 24 February 2017.
  5. Newenham, Pamela. "Four Irishmen on a mission to build a billion-dollar company". The Irish Times. Retrieved 24 February 2017.
  6. O'Dell, Jolie (25 January 2012). "Startup Intercom nabs $1M from Biz Stone and other prominent angels". Reuters. Retrieved 24 February 2017.
  7. Ha, Anthony. "Customer Communication Startup Intercom Raises $6M Round Led By The Social+Capital Partnership". TechCrunch. Retrieved 24 February 2017.
  8. Lunden, Ingrid. "Intercom Raises Another $23M For Its New, More Social Approach To CRM". TechCrunch. Retrieved 24 February 2017.
  9. Goldfisher, Alastair (7 April 2016). "Index leads $50 mln funding round for Intercom". PE Hub. Retrieved 24 February 2017.
  10. Garland, Russ. "Index Ventures Backs Intercom in $50 Million Series D". The Wall Street Journal. Retrieved 24 February 2017.
  11. Geron, Tomio; Zakrzewski, Cat (1 February 2017). "Startup Investors and Executives Denounce Border Curbs". Wall Street Journal. Retrieved 24 February 2017.
  12. "Intercom raises $125 million to take on Salesforce – TechCrunch". techcrunch.com. Retrieved 2018-05-15.
  13. Miller, Ron. "Intercom announces the promotion of Karen Peacock to CEO". TechCrunch.com. Retrieved 1 July 2020.
  14. https://www.intercom.com/what-is-intercom
  15. Petryk, Steven (2019-06-07). "Rebuilding Intercom's homepage with a new CMS". Inside Intercom. Retrieved 2020-01-19.
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