Yep. My ideal scenario is to have an extensive FAQ or manual/guide with a functional search so I can look up potential fixes to all common and known issues. T

Yep. My ideal scenario is to have an extensive FAQ or manual/guide with a functional search so I can look up potential fixes to all common and known issues. They can have a "common issues" splash page in front for the more common stuff that the average person might need but I'd like to be able to expand that to the full knowledge base or whatever they name it. Calling should be reserved for issues that are either unknown or require something to be done on the company's end (resetting a flag on an account or some other option that I can't do on my end). It's just a matter of convenience and access. Common and obvious issues have up front solutions listed. Less common or more technical issues have easily searchable details and solutions or potential fixes listed. Then only the "deepest" level of issues/fixes that require action from the company require a call. It keeps their phone support costs lower, it keeps wait times shorter, and customer "friction" only goes up as much as it needs to relevant to the fix.