Software scales. Customer support doesn't. SaaS companies do not want to deal with customer support at all. It's only gotten worse with AI agents.

It's incredibly frustrating to spend a good 10 minutes navigating a website's complex web of menus to get a phone number (I think they deliberately try to hide it...). Then spend another 5 minutes listening to bots telling me to press 1 for English, only to fall into the wrong menu where the bot repeats some useless information I already know, say goodbye, then hang up.

Having a bot say to me: "we care about your concerns, and we value your business" is absurd and oxymoronic.

Compare this to say Chase, Amex, or Geico. I call, someone answers within 2 minutes and addresses all my problems/concerns in fluent English. I'd happily pay a premium for that.