Business-to-business relationships often include account managers and/or dedicated "partner" support lines. These channels are less scripted, more inclined to

Business-to-business relationships often include account managers and/or dedicated "partner" support lines. These channels are less scripted, more inclined to believe that the caller is a professional in the field who knows what they're talking about, and will actually admit something is defective / mediate interaction between the customer and actual engineers to work on a fix. You don't get that as a consumer, though. You get it as an "account" with significant LTV, an authorized reseller, etc.