The only goal of every customer support interface ought to be to get the customer as quickly as possible to the best person to help with the problem. Complicated menus, myriad options, endless redirections and exposing artificial walls to customers not only gets in the way of solving customer problems, it exposes your organization’s incompetence to the world.
Just look at Verizon’s home screen for help:
https://www22.verizon.com/Content/ContactUs/CallUs/callus.htm
Once you reach any of the numbers listed there, you have to navigate through layers and layers of voice prompt menus.
The pressure to reduce costs in customer support is understandable, but the end result of unnecessary complication is hardly warranted. I would be okay with answering these questions on a webpage from their page and getting a special code, which I can dial to get directly to the right person would be a great improvement. Many ideas look cool or even efficient when engineers are implementing them. When they start taking a life of their own and grow to complicated mess, both the organization and customer will end up getting frustrated.
Strategy, Marketing, Orthogonal thinking, Newton's law 