You're right. I know at least one company used XMPP for things like customer support chat too. So maybe I have. I just mean the last time I used it intentionally was a long time ago before I was worn down futilely trying to convince friends to use it instead of locked down chat apps.
There was a point where Google and Facebook supported external clients, and then within the same year both Google and Facebook closed up to any external clients, then ultimately ditching XMPP.