The Start:

They developed a tool to solve their own problem, allowing them to send messages to customers through a floating logo on their site. The first version launched in private beta in July 2010, and Intercom was founded in August 2011. Customers added Intercom by inserting a Javascript snippet.

The Problem:

They were frustrated with the disorganized tools they had used in their previous company. Messaging customers required one tool, while customers messaging them required another. There were separate tools for questions, product updates, and tracking user activity, but nothing to show who was doing what.

Getting their first customers:

The founder personally emailed contacts from previous startups to introduce Intercom and gather feedback. When they launched publicly on January 27, 2011, they shifted to blogging and hosting webinars to onboard users. He conducted weekly live webinars, aiming for all attendees to start using the product.

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