{"id":14937,"date":"2018-03-27T16:00:54","date_gmt":"2018-03-27T15:00:54","guid":{"rendered":"http:\/\/blog.intercom.com\/?p=14937"},"modified":"2020-07-30T12:57:01","modified_gmt":"2020-07-30T11:57:01","slug":"seriesd-announcement","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/seriesd-announcement\/","title":{"rendered":"Putting $125M to work for you, our customers"},"content":{"rendered":"

We just raised $125M in a round led by Mary Meeker at Kleiner Perkins. Here\u2019s what we\u2019re going to do with it.<\/p>\n

2018 is shaping up to be a massive year for the Intercom platform. Historically, we\u2019ve spent proportionately way more on research and development than other software companies we track, and that won\u2019t stop any time soon. This funding will go straight into building great new software at a pace you\u2019ve yet to see from us. Last year, we shipped 156 new things. Now we\u2019re accelerating that pace, and last month we announced we\u2019re doubling our entire R&D orgs in San Francisco, London, and Dublin over the next 18 months. So at a high level, here\u2019s what we\u2019re working on next.<\/p>\n

Substantially improving our existing products, especially for bigger businesses<\/h2>\n

All disruptive technologies start selling first to small companies, the early adopters in a market. Then, as the customer base and market matures, successful disruptive technologies evolve with them, adding the sophistication that ever larger customers need as they scale. Salesforce is a great example of this \u2013 when they started, they focused on sales teams with only 5 reps.<\/p>\n

The most important thing we\u2019re going to do is improve our existing products<\/p>\n

Intercom is yet another example, where at the start, we sold to tiny businesses. That segment is still crucial to us today<\/a>, and we\u2019ll continue to serve them well. Yet our success there is becoming clear \u2013 in the last Y Combinator batch, 84% of all companies with a messenger or live chat product on their site used Intercom. Our next frontier is the generation or two further along than them.<\/p>\n

We\u2019ve made some nice progress here, with large, newer companies like New Relic using Intercom, as well as large, more established companies like Sotheby\u2019s using us too. But we need to do more. The most important thing we\u2019re going to do with this capital, and this year, is improve our existing products based on your feedback. We\u2019re about to start shipping your most frequently requested features faster than ever before.<\/p>\n

Reinventing our invention \u2013 the next evolution of the Business Messenger<\/h2>\n

In 2011 we launched the Intercom Messenger in the same 12 months that iMessage, Facebook Messenger, Snapchat, Whatsapp, and others launched too. Nobody called these things \u201cmessengers\u201d back then, but there was something about that time that saw a bunch of different companies experiment with new and better ways for people to connect and communicate digitally.<\/p>\n

Our mission from the start has been to make internet business personal<\/p>\n

While these companies built for consumers, we built for businesses. We were the first to put a messenger inside a web or mobile app for use by marketing and support teams, and later, the first to put one on a website to help sales teams too. Our mission from the start has been to make internet business personal, and we felt that this messenger medium was substantially more personal than the alternatives like email and legacy live chat. Later, we learned it was way more effective too \u2013 customers who use the Intercom Messenger to engage with visitors on their sites all see an aggressive lift in conversion rates.<\/p>\n

We released the third version of our Messenger 18 months ago, and we\u2019re getting ready to release the fourth. This will be the biggest evolution yet, because it redefines what a messenger is and what it can do. We\u2019ll share a lot more soon, but we think you\u2019ll love it for the new use cases it will unlock, uniquely for you.<\/p>\n

Investing in machine learning to make automation personal at scale<\/h2>\n

I studied artificial intelligence in college in 2004. It was overhyped then, and it\u2019s overhyped now. Yet some things have changed in that time that give it the potential to be more than a marketing gimmick. From our perspective, the most interesting of these changes are the new platforms we now have to build on, and the rich data available to them.<\/p>\n

Our applications were built as a suite from day one<\/p>\n

Intercom has three cool things going for it in these respects:<\/p>\n

    \n
  1. Our applications were built as a suite from day one. So the workflows across your sales, marketing and support teams are connected in a way that you don\u2019t get when you buy different products from different vendors \u2013 or sometimes even from the same vendor! This means that cross-application technologies (like our Operator bot<\/a>) can join dots in pretty unique ways.<\/li>\n
  2. Our Messenger directly interacts with the end user. So we can not only build cool things to join dots across teams, but also between you and your customer. So much of the potential for smart automation in this space lies in the interactions between the business and the customer.<\/li>\n
  3. Finally, the data you store about your customers in your Intercom database is incredibly and uniquely rich. This will become invaluable training data to help you better serve your customers in the future.<\/li>\n<\/ol>\n

    You\u2019re going to see us take advantage of these things this year, bringing some technologies to market for the first time that will accelerate the growth of your business, and make your existing and prospective customers even happier too.<\/p>\n

    Building a brand-new product<\/h2>\n

    Intercom is focused on solving communication problems across the customer lifecycle for internet businesses \u2013 from acquisition, to engagement, to retention, we sell to sales, marketing, and support teams. Our focus will stay there, and we\u2019re going to go ever deeper into these areas.<\/p>\n

    Intercom customers,
    \nyou are appreciated<\/p>\n

    From time to time, we\u2019ll come across an opportunity to bring to market a new type of technology that doesn\u2019t fit into the existing product categories these buyers know. And the product we\u2019re working on now is a prime example of that. It\u2019s something everyone will be excited to experiment with, and which quite a lot of you will get a ton of value from. That\u2019s coming this year too.<\/p>\n

    Thank you!<\/h2>\n

    Intercom customers, you are appreciated. Through our imperfections, you\u2019ve kept the faith, and you\u2019ve made us what we are today. We are wholly committed to giving you what you want and need, and making you ever more successful. We have more passion, energy, and resources than we\u2019ve ever had, and can\u2019t wait to get all these new things into your hands.<\/p>\n","protected":false},"excerpt":{"rendered":"

    We raised $125M in a funding round led by Mary Meeker at Kleiner Perkins. Here’s how we\u2019re putting it to work for you, our customers.<\/p>\n","protected":false},"author":4,"featured_media":14942,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[4],"tags":[148,173,2847,2848,2846],"coauthors":[367],"class_list":["post-14937","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-customers","tag-funding","tag-kleiner-perkins","tag-mary-meeker","tag-series-d-announcement"],"yoast_head":"\nPutting $125M to work for you, our customers - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"We just raised $125M in a funding round led by Mary Meeker at Kleiner Perkins. 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