Customer service has different meanings. Personally I prefer good, simple and effective documentation. I hate having to use a phone to explain problems. It's ok to do it in person, but not my preferred way.

> It's all very well to experience your own product when it is working, but when was the last time anyone in the above organisation went through a "difficult" customer journey.

I kind of prefer companies that build products that never ever need anything. Not even warranty calls, because the thing just keeps on working.

What I noticed in the last few years was that we are too dependent on google search. Now that it sucks, finding high quality information has become harder - and AI trend is further ruining this, as everyone just has the AI summarize stuff now, which does not always work either.