From what I've read in related discussions on HN, current thinking seems to be that customer feedback can be managed more efficiently by directing customers to

From what I've read in related discussions on HN, current thinking seems to be that customer feedback can be managed more efficiently by directing customers to a web form that answers frequent questions and requires customers to classify their remaining inquiries for the appropriate department by checking boxes. It's like getting customers to do some of your work for you. Since people are being increasingly socialized to accept that kind of treatment, you might as well use it to your advantage.