Having worked there, the sheer volume of phone interactions was crazy, and I haven't worked there in almost 10 years. Regardless of the volume, it was very sho

Having worked there, the sheer volume of phone interactions was crazy, and I haven't worked there in almost 10 years. Regardless of the volume, it was very shocking to me how many situations that ended up being escalated to even the executive level were caused simply by the interaction with the phone customer care channel. These situations "cost" the company quite a bit in highly paid people time to solve. Granted that cost is never quantified, but it is real. You also see this pattern replicated in the ISP industry quite heavily.