Intercom is a great example of a feature that in theory could have expanded into a more full product but stayed laser focused on that smaller vision instead. Nothing necessarily wrong with that as they did not allow themselves to become fully enshittified. Still it would be cool if they had really expanded it to offer a competition to Zendesk and Salesforce Service Cloud while preserving their minimalist and design forward approach. I understand that AI became the thing that invested in instead which was inevitable