The problem that needs to be solved is support availability through telephone and email channels. There's no reason for companies to force their customers to sit on hold and there's no reason to drive them through complicated voice menu trees. Similarly, with email based interactions, multiple responses means that the agent is probably not handling the interaction well and could be asking better, more probing questions to get to the heart of the matter more quickly.
(I write this as the head of a large customer service operation for a US-based mobile phone provider - if a phone company can answer the phone without putting their customers through voice menu hell, anyone can do it.)
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The problem that needs to be solved is support availability through telephone and email channels. There's no reason for companies to force their customers to sit on hold and there's no reason to drive them through complicated voice menu trees. Similarly, with email based interactions, multiple responses means that the agent is probably not handling the interaction well and could be asking better, more probing questions to get to the heart of the matter more quickly.
(I write this as the head of a large customer service operation for a US-based mobile phone provider - if a phone company can answer the phone without putting their customers through voice menu hell, anyone can do it.)