Intercom

Intercom is an integrated solution provider that offers a customer communication platform to support the buyer’s journey for sales, marketing, and customer support teams. The platform provides “Business Messenger,” a unified interface that displays information from multiple communication channels (email, social media messaging, live chat). It is powered by customer management tools, including team inbox, chatbots, and rule-based automated workflows. It also has an AI-powered customer data platform that facilitates personalized engagement.

In March 2023, Intercom beta-launched an AI chatbot called "Fin," powered by OpenAI's GPT-4 model, which engages in natural conversations and delivers responses by leveraging a business's help centre content. Fin employs "agent assist" capabilities, merging automated answers with human collaboration in customer support, including AI-suggested recommendations, and utilises Resolution Bot for tailored replies. Upcoming enhancements for Fin include customization of tone, tailored options based on subscription tiers, and improved reporting functionality.

As of July 2022, Intercom had more than 350 integrations, making it the largest tech-integrated player on our list of disruptors. The company also claimed that through its tech ecosystem, it increased productivity by 20% across departments. Intercom users like CRM platform ProsperWorks claimed Intercom’s solutions generated 25% more leads as well as created 19 new opportunities and USD 36,000 in annual recurring revenue (ARR).

Key customers and partnerships

The platform caters to a range of industries including ecommerce, financial services, education, and healthcare. As of May 2022, it had served more than 25,000 customers, including Amazon, Shopify, Facebook, Microsoft, Udemy, and Unity. 

Funding and financials

In March 2018, the company raised USD 125 million in a Series D funding round led by Kleiner Perkins (formerly Kleiner Perkins Caufield & Byers), valuing it at USD 1.275 billion.