This is not a zero sum equation though. Responding to emails requires FEWER resources relative to having a service representative on a phone call. It creates a

This is not a zero sum equation though. Responding to emails requires FEWER resources relative to having a service representative on a phone call. It creates a more efficient process, which is exactly why subscription based services don't want to do it. Friction in the cancellation process is desirable, because people won't put up with it and will stay with the service longer. From- Someone who works in billing for a SaaS company.