Reinforcing this, B2B customer support is vastly different than consumer-facing customer support.
Screwing up B2B support genuinely can cost millions in a single incident, which is why service level agreements and reliability standards exist. Compare that to the service level of your average help line (somewhere between "maybe if you're lucky" and "go die"). And of course, entities like ISPs don't count in the first place when they're immune to competition.
There are customer support reps making six figures. They tend to go by names like "service engineer", and actively solve problems the customer can't, rather than just guiding someone through a reboot process. In extreme cases, customer support is the development team - if your business is worth enough you'll end up talking to someone who actually made the broken product.
As you pointed out, it's not an accident that the companies with useless, call-center customer support are the ones not worried about losing a consumer or two.
Screwing up B2B support genuinely can cost millions in a single incident, which is why service level agreements and reliability standards exist. Compare that to the service level of your average help line (somewhere between "maybe if you're lucky" and "go die"). And of course, entities like ISPs don't count in the first place when they're immune to competition.
There are customer support reps making six figures. They tend to go by names like "service engineer", and actively solve problems the customer can't, rather than just guiding someone through a reboot process. In extreme cases, customer support is the development team - if your business is worth enough you'll end up talking to someone who actually made the broken product.
As you pointed out, it's not an accident that the companies with useless, call-center customer support are the ones not worried about losing a consumer or two.