Eoghan McCabe, CEO, Chairman, and Co-founder of Intercom, announces Archana Agrawal as the new President to improve the company's go-to-market (GTM) strategy.
Agrawal is tasked with owning Sales, Marketing, Success, and Support, and rebuilding commercial approaches to better align with customer-first values.
She brings extensive experience from her previous roles, including marketing leadership at Atlassian and as CMO at Airtable, and board memberships at MongoDB and Zendesk.
The hire reflects Intercom's commitment to innovation and a renewed effort to enhance a customer-first sales approach after recent years of subpar GTM efforts.
The announcement highlights a phase called 'Intercom 2' aimed at propelling the company's success over the next decade.

Intercom offers an AI-enhanced customer service and productivity platform. It includes a central workspace that merges inboxes, tickets, and help centers to boost efficiency. Intercom's AI chatbot, Fin, delivers instant, accurate customer support, reducing ticket volume. The platform supports seamless transition from AI to human assistance, integrates workflows, and proactively engages customers with automated messages. Its customizable messenger ensures conversational support across various channels, such as email, SMS, and mobile. The platform's extensive features include reporting, customer data analysis, custom actions, and various integrations, catering to different company sizes and industries.

Intercom

AI-enhanced customer support and productivity platform with centralized workspace.

Intercom Welcomes New President Archana Agrawal

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