Sales, marketing, and support teams at more than 25,000 businesses use Intercom's all-in-one customer communications platform every day to drive faster growth through better relationships.
Responsible for Intercom’s flagship product — the Messenger — with over 4 billion consumer interactions and conversations globally each year. Grew the team to ~50 people across 4 teams, making the Messenger a renewed strategic priority for the company.
Defined the vision and strategy for Intercom’s Next Gen Messenger — the biggest, most ambitious update to Intercom’s Messenger in over 5 years, aimed at increasing customer acquisition and retention. Also kickstarted the expansion of outbound messaging features by launching Mobile Carousels and other in-product messaging tools to build a differentiated position in the market.
Repaired a broken relationship between R&D and Sales, setting the standard for collaboration and a focus on measurable business outcomes.
Outcomes:
3X increase in mobile business, 5X increase in self-serve support rates for our customers, 3X increase in engagement rates, 68% reduction in first response times.
Notable projects:
https://www.intercom.com/blog/videos/new-at-intercom-full/
https://www.intercom.com/blog/announcing-new-intercom-engage-features-fall-2022/