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When all that was available was an email address, they could send out a question, complaint, or comment into the ether and wait God knows how long until receiving a totally bland, formulaic, and useless reply. In the event they could dig up a phone number, they wasted millions, maybe even billions of hours per year on hold, or being transferred from one helpless or hapless rep to another. As companies outsourced their customer service, customers struggled to make themselves understood by script-reading foreigners.
