Zappos is not a software company. They sell inventoried product. The high quality support for this inventoried product is provided by low skill / low cost emplo

Zappos is not a software company. They sell inventoried product. The high quality support for this inventoried product is provided by low skill / low cost employees. The quality of the support staff is not in direct competition with the quality of the produced product. This is what allows it to be economical to specialize in support