I was thinking technical questions about the software or UX, like "where is setting X" or "how do I achieve LMNOP, or perhaps questions with billing and such. I did a customer support job years ago after high school, and most of the questions were basic RTFM type things that people had either overlooked or just didn't read the manual, and left me bored out of my mind. Sure, for more technical or in depth questions, it makes sense to talk to a person, and I'd assume that's why the guy kept 3 people. Clearly my previous comment ruffled some feathers.