{"id":9935,"date":"2016-07-20T03:30:35","date_gmt":"2016-07-20T10:30:35","guid":{"rendered":"https:\/\/blog.intercom.io\/?p=9935"},"modified":"2021-03-26T12:26:03","modified_gmt":"2021-03-26T12:26:03","slug":"new-intercom-messenger","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/new-intercom-messenger\/","title":{"rendered":"Announcing the new Intercom Messenger"},"content":{"rendered":"

Our new messenger marks the culmination of a year’s worth of work. We\u2019re announcing our new messenger<\/a> to help businesses more personally connect with their customers.<\/p>\n

We believe communication between businesses and customers is changing forever. Just as communication technology is changing how we connect with our family and friends, the future for communicating with businesses is being built on social platforms, using modern messaging, and less and less on things like email and live chat.<\/p>\n

Our goal is to be out in front, inventing the future<\/p>\n

Our new messenger has been the biggest project we\u2019ve ever undertaken. It has taken more than\u00a0a year, which for a team that prides ourselves on many small releases, is up to 10 times longer than the norm.\u00a0We\u2019ve learned a lot along the way, exploring, designing, and prototyping with new communication channels, bots, machine learning, and much more.<\/p>\n

We sweated so many details to create the single best messenger for businesses, one that deeply understands and solves business problems, with an execution bar that needed to be better than the best consumer messengers out there.<\/p>\n

The internet is changing how we communicate with each other at rapid pace, but businesses are lagging behind<\/h2>\n

When it comes to communicating with one another, we\u2019ve all seen amazing new things happen over the past decade. We can know what our\u00a0friends and family are doing at any point anywhere in the world. We can see what they see, hear what they hear, and even feel what they feel.<\/p>\n

Critically though, the world of business remains in the past. While messaging apps have become the default way we communicate with family and friends, businesses are still predominantly using old technologies like email and live chat to talk with customers.<\/p>\n

Customers today want to communicate with the people behind the\u00a0business, not with a faceless brand<\/p>\n

When it comes to interacting with businesses, customers today want to communicate with the people behind the\u00a0business, not with a faceless brand, or through soulless\u00a0technologies like ticketing systems. These preferences are even more profound with younger generations of consumers.<\/p>\n

When you think about how businesses message customers today, the status quo is embarrassingly bad, and runs counter to all the trends in\u00a0consumer technology:<\/p>\n