When I started this product one of the main driving forces was that using Intercom in my side projects that weren't generating much money became too costly. I was using Mixpanel at the time also to see what events a customer performed to get some idea of what they were doing before asking for help. Also I had dashboards on Ducksboard. These are the products I wanted to replace for my own services, taking only the base features that I needed and integrating them together.
I figured it would probably make a useful service for others around the world who wanted to add some support to their apps but don't have the money in the first months while they grow.