> The obvious solution though is to fix the product/service so people don't have to talk to customer support This is a naive model of why customers call for su

> The obvious solution though is to fix the product/service so people don't have to talk to customer support This is a naive model of why customers call for support that I used to also hold before I had to deal with customers. I've helped my dad with customer service for a technical product he sells online and there really is nothing you can put in a one-page manual and there's no perfect UI that stops people from calling to waste your time if you make yourself too available. Though working in Target over a summer was all it took to dispel the myth. Almost every question involved me going (in my head) "Not sure why you need me to do this, but okay, let's read the back of the packaging together so I can answer your question having also never encountered this product in my life."