Intercom (company)

Intercom is an American software company that produces a messaging platform which allows businesses to communicate with prospective and existing customers within their app, on their website, through social media, or via email. Intercom is headquartered in San Francisco with additional offices in Chicago, Dublin, Sydney and London.

Intercom, Inc.
TypePrivate company
IndustryEnterprise software
Founded2011 (2011)
FoundersEoghan McCabe (Chairperson)
Des Traynor (CSO)
Ciaran Lee (CTO)
David Barrett
HeadquartersSan Francisco, California
Key people
Karen Peacock (CEO)
Dan Griggs (CFO)
Leandra Fishman (CRO)
Paul Adams (SVP Product)
Darragh Curran (SVP Engineering)
Revenue$150 Million(2020)[1]
Number of employees
630
Websitewww.intercom.com

As of February 2017, Intercom has 100,000 monthly active users.[2][3] As of October 2018, Intercom has 30,000 paying customers.[4]

History

Intercom was founded in California in 2011 by four Irish designers and engineers, Eoghan McCabe, Des Traynor, Ciaran Lee and David Barrett.[5] 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.[6]

In 2012 Twitter co-founder Biz Stone invested an undisclosed sum in Intercom.[2] Shortly thereafter Intercom received seed funding from David Sacks, Huddle founder Andy McLoughlin, and others like Dan Martell, 500 Startups, Digital Garage.[7][8] In March 2013 it announced a $6 million Series A round led by Social Capital.[9] In January 2014 it received a $23 million series B funding lead by Bessemer Venture Partners.[10] Intercom also received a $50 million series C-1 funding lead by Index Ventures.[11][12]

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.[13]

In 2018 Intercom announced a $125 million Series D round led by Kleiner Perkins, with participation from Google Ventures.[14]

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.[15]

Products

Intercom's platform lets businesses track and filter customer data. This data includes conversation history, product usage behavior, past purchases, payment details, etc. Businesses can use these attributes to trigger personalized, automated marketing emails and in-app messages.[16]

Intercom lets businesses create and send targeted in-app messages to customers while they're logged into their app.[17]

In 2020, Intercom rebuilt their website[18] 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. https://techcrunch.com/2020/06/18/intercom-announces-the-promotion-of-karen-peacock-to-ceo/
  2. 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.
  3. O'Brien, Ciara. "Intercom reaches 17,000 paying customers, including Microsoft". The Irish Times. Retrieved 25 February 2017.
  4. Konrad, Alex (10 October 2018). "Chatbots Are Dead. Cloud Unicorn Intercom Is Betting AI Can Bring Them Back". Forbes.
  5. O'Brien, Ciara. "Serial founders expanding his tech success from base in the Valley". The Irish Times. Retrieved 24 February 2017.
  6. Newenham, Pamela. "Four Irishmen on a mission to build a billion-dollar company". The Irish Times. Retrieved 24 February 2017.
  7. O'Dell, Jolie (25 January 2012). "Startup Intercom nabs $1M from Biz Stone and other prominent angels". Reuters. Retrieved 24 February 2017.
  8. "Biz Stone, 500 Startups And Others Put $1M In CRM For Web Businesses Intercom". TechCrunch. Retrieved 2021-02-02.
  9. Ha, Anthony. "Customer Communication Startup Intercom Raises $6M Round Led By The Social+Capital Partnership". TechCrunch. Retrieved 24 February 2017.
  10. Lunden, Ingrid. "Intercom Raises Another $23M For Its New, More Social Approach To CRM". TechCrunch. Retrieved 24 February 2017.
  11. Goldfisher, Alastair (7 April 2016). "Index leads $50 mln funding round for Intercom". PE Hub. Retrieved 24 February 2017.
  12. Garland, Russ. "Index Ventures Backs Intercom in $50 Million Series D". The Wall Street Journal. Retrieved 24 February 2017.
  13. Geron, Tomio; Zakrzewski, Cat (1 February 2017). "Startup Investors and Executives Denounce Border Curbs". Wall Street Journal. Retrieved 24 February 2017.
  14. "Intercom raises $125 million to take on Salesforce – TechCrunch". techcrunch.com. Retrieved 2018-05-15.
  15. Miller, Ron. "Intercom announces the promotion of Karen Peacock to CEO". TechCrunch.com. Retrieved 1 July 2020.
  16. Konrad, Alex. "How The 'Silly' Irish Founders At Intercom Built One Of Silicon Valley's Fastest-Growing Businesses". Forbes. Retrieved 24 February 2017.
  17. Levine, Barry. "Intercom brings consumer-like messaging to business applications". VentureBeat. Retrieved 24 February 2017.
  18. Petryk, Steven (2019-06-07). "Rebuilding Intercom's homepage with a new CMS". Inside Intercom. Retrieved 2020-01-19.
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