I've worked at a few companies where there were millions of customers, in every instance they've talked about how customer support is one of the biggest cost si

I've worked at a few companies where there were millions of customers, in every instance they've talked about how customer support is one of the biggest cost sinks in the company, and do everything possible to cut those costs. They will give employees one hour less than is required to give them benefits, then ask you to work overtime, they will reduce training from what was traditionally 1 month down to 5 days, they will move the call centre to whatever is cheapest and ultimately they will offshore the centre as much as possible. Google just went one logical step further and cut the cost (almost) completely.