a huge improvement on having to navigate telephone menus and getting put through to call centres in Mumbai, or even worse, Scotland, or sending emails which are never, ever answered. all companies should do it.
secondly, has anyone ever done that for a job? i'm sure the pay would be shit, but it'd take 99% of the pain out of call centre work, surely? it's basically what we're doing here, only you're getting paid for it.