It's an interesting read; I wonder how much of the failure to support users is a factor of the size of the organization itself, and how much is the scale of the

It's an interesting read; I wonder how much of the failure to support users is a factor of the size of the organization itself, and how much is the scale of the user base. I think the other (ordinal) dimension to consider would be whether the users are also customers, or just part of the product. For meta, google, twitter et al, it's almost as if the users that fall through the cracks of the system are off-spec product pieces, where it's cheaper to get more instead of fixing existing issues. What I find fascinating (and this is anecdotal) is that large companies that have few big customers ALSO suck at support, despite having relatively large portion of their headcount assigned to Customer Support. I would tend to agree with the article's author, that as an org grows, it becomes less able to perform its core functions.