I still don't understand why companies treat support as a second class function to engineering. Engineering should in fact clamor to support to better understand customer issues and get them fixed and out of the way. I also find that support teams operate mostly on linear growth, meaning it is still a human scale problem. I don't see technology in the IVR/ticketing space innovating at the same rate as other areas.
IMO, the best alleviation for support is to avoid that customer call in the first place. Incentivize customers not to pick up the phone and call. It's a super hard problem to solve.
Needs something like StackOverflow for every problem domain, delivered over voice.
