Customer service is definitely non trivial, and it's actually something that needs to be part of company's culture and be driven from top management. I heard th

Customer service is definitely non trivial, and it's actually something that needs to be part of company's culture and be driven from top management. I heard that at Amazon, Jeff Bezos asked all managers from from director level's up to do customer support one day a year in a call center (including Jeff himself). I can't imagine Larry or Sergei would pay any attention to that kind of things, and just ask why can't we automate that self-help page :)