That would take engineering time and resources. Given the multiplied bell curve distributions of technical aptitude, domain experience, and whatever else might compel a person to solve their own problems, this audience is vanishingly long tail.
If you put the direct contact link on the website, people who forgot to plug the product in will find it.
Another solution is to hire more customer support staff. But that's costly - headcount, training, etc. And there's a lot of churn from downright abusive customers.
A business has a million other things that need attention.
If you put the direct contact link on the website, people who forgot to plug the product in will find it.
Another solution is to hire more customer support staff. But that's costly - headcount, training, etc. And there's a lot of churn from downright abusive customers.
A business has a million other things that need attention.