Today Intercom becomes Fin – The Intercom Blog

Sometimes you see a corporate announcement that is so obvious and so late that it is almost an admission of failure.

And I’m open to feedback about how I should have started making this change sooner. But the tech industry is so full of weird and arguably unsuccessful name changes that I thought it would be wise to delay on this one.

But finally, today, we are changing the name of our company to FIN. The Intercom name will still live on as the name of our customer service software platform that the best brands are increasingly choosing as their primary help desk; We recently launched a complete rebuild, Intercom 2, and we are dramatically increasing our investment in it. But the company behind it will be named after our flagship customer agent platform, Fin. All of our 1,400 employees are now employed by Finn. You are reading a post from the CEO of FIN.

At this moment of great change, for our industry, and for all economic players, the winners of previous years have been largely left to hold on to their former positions that brought them so much glory. Yet, as I’ve written before, the only path to success in the future is to destroy your past. We’ve done this with our culture, our pricing model, our product lineup and our investment priorities. But the name of the company remained the same.

However, when we launched the service agent category three years ago, we promoted our new technology under the name Fin, with Intercom very much in the background, and generally not mentioned at all. The simple reason for this is that humans are very good at mapping out the meaning of the world and then updating that map infrequently, they have a very strong bias towards new and shiny things. We can’t possibly wake up every morning and question what a chair is and how it works. But when a new type of drone or artificially intelligent software product comes to our attention, we do our best to understand it and add it to the storehouse of things we understand about the world.

This is true in all aspects of life, including companies and their brand names and their position in the market. I believe this so deeply that I really think that the relative success of newcomers to our category, despite the fact that we have superior technology, is a result of the fact that they have no burden. They do not need to explain to anyone their new position in the market, because they never had any old position.

So, today we say, “Stuff gone.” Finn is clearly our future, and the future of this new customer agent category. This is driving our renaissance and is going to be the biggest part of our business. We sincerely thank everyone who has supported Intercom over the past 15 years. And then, the product and its name will live forever. But our company is now finally fully revived and its name is Finn.