Intercom
Icom DRAFT
T tm *Eoghan McCabe (CEO, product, visual design), Des Traynor (COO, customer development, user experience design), Ciaran Lee (CTO, software engineering), David Barrett (front-end engineering). * Prolific speakers / bloggers about software design / development and SaaS business. * Ran Contrast for four years, a popular web software design consultancy. *Launched Qwitter and Exceptional (both acquired).
T probm *Building meaningful relationships with customers is hard / impossible for SaaS providers (meaningful relationships → loyal customers → profitable customers and organic growth) * Building meaningful relationships requires: 1. customer discovery, 2. customer research, 3. customer communication, 4. relationship management * The current tools available are complex, ineffective, not built for SaaS… there’s no one tool to do customer relationship management and messaging for SaaS providers. * (Even e-mail fails: generating targeted e-mail lists takes a lot of work, e- mail campaigns have terrible engagement because e-mail is out of context)
T solu * Intercom is… - simple install like Google Analytics, - customer base browsing (e.g. signed-up today, on premium plan), - individual customer research (e.g. see Twitter followers, company), - advanced in-app messaging (user sees message on next login or at specific event and can reply to messages), - customer relationship management (Intercom calculates relationship metric over time and allows app owner find people who need attention).
T mket * Now: SaaS providers ($21 billion market, $93 billion in 2016 — Forrester) * Later: mobile and desktop app providers
Lscape / compers Social media research / Customer feedback / Email campaigns User analytics management support Campaign monitor KISSmetrics Radian 6 Uservoice Mail Chimp Mix Panel Sprout Social Tender Hootsuite Get Satisfaction In-app messages Crowdbooster Assistly Hello Bar Zendesk KISSinsights
Prog * Product in development and testing since Jan, ready for public beta * intercomapp.com * Demo * Private beta testers love the product, many are psyched to try it
Wt we’ lkg f * $600k convertible note * 18 months of runway to work on: - product-market fit - customer dev - early marketing efforts - profitability * Plan to raise further round in 12-18 months to turn up heat on marketing