@rezendi sure. but for big firms (the ones who used to, ubiquitously, offer prompt 24/7 human telephone support), it’s unlikely offering it now would be a bigger hit on mostly dramatically expanded profitability than it was then. it would be a hit, that’s why they don’t do it! but it was a cost then too. in 1992 it was a competitive necessity, in 2024 industries have standardized around cheaper alternatives.