Intercom Raises $35M To Make Businesses Smarter About Their Customer Communication
Intercom, a startup that says it offers businesses a “fundamentally new” approach to communicating with their customers, has raised $35 million in Series C funding.
Co-founder and CEO Eoghan McCabe (pictured above) said the way that most online companies currently talk to their customers is “totally fucking broken,” with products and teams acting in isolation from one another. That’s why every interaction with the company can feel like you’re starting completely from scratch.
“The net effect is that the customer gets an incredibly disjointed, disconnected and massively impersonal customer experience,” McCabe said. At the same time, “as every business becomes an Internet business, the world expects increasingly personal service.”
The Intercom approach is supposed to be integrated in three important ways. It’s integrated across the company, so that different teams can coordinate with each other; integrated directly into the product, so that you can connect with customers while they’re using the product, rather than later, via email (though you can do that too); and integrated with the data, so you can view all your data about a customer in one place.
So even though the company offers five basic packages (one each for sales, for marketing, for product, for support and one for the whole team), they’re also tied together in one platform.
The round was led by Iconiq Capital, with participation from past investors The Social + Capital Partnership Bessemer Venture Partners. Intercom has now raised a total of $66 million.
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