I think you don't understand the economics of the situation, of course everyone agrees it would be lovely if all companies hired a personal concierge for each

I think you don't understand the economics of the situation, of course everyone agrees it would be lovely if all companies hired a personal concierge for each user that attended to their every whim. But for that to happen, that concierge has to be paid a salary. Now extrapolate how many users each concierge has to manage to make it viable if your margin per user is microscopic, like fractions of a cent microscopic? Your only option to make it work is to make it a paid service...then those users are suddenly not interested, and move to the platform with crappy customer service but no subscription fee.