Agreed. Why I also think modern software's/tech-adjacent success will drift towards deeply human connected support. If support is a chatbot, people will simply move towards DIY because the xp is AI in both cases. Want to make good software? Build community and connection first.
"people" is too large and squishy, it's gonna be different for each segment - consumers? - hobbyists? - prosumers? - small business? - enterprise? some will make bespoke (hobbyists/prosumers, probably), others will buy because SMB and Enterprise aren't buying software they're buying *support*
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