[jupiter2]

> Or possibly the effect of having a user base in the billions. How do you adequately support that?

The same way Amazon does? How about banks, airlines and other similar.

I understand that there's little motivation for some online services to improve their customer service experience but Google is especially bad. Even when making a purchase from them (an area where both Apple and Microsoft do much better), you're dealing with a bot with absolutely no other contact point.