The author, who recently left Google to join Intercom as its Product Design team head, is drawn to Intercom because of its smaller company culture and the opportunities it presents for innovation and growth. The author believes that traditional contact forms and email ticket systems are inadequate for supporting businesses that operate primarily online and mobile devices, where users expect seamless and effortless communication with companies. Instead, they envision a platform that enables businesses to communicate with customers in a more personal and responsible manner, using messaging as the central interaction model. This platform has the potential to solve real problems and extend beyond the boundaries of a single product, making Intercom an exciting opportunity for innovation and growth.