The public-facing contact form (and stupid chatbot) are for people who didn't bother to read the FAQs, shipping information, return policies... basically the rest of the website in a very structured format with numerous links and in proper hierarchy with breadcrumbs. That's why the public-facing contact form is long and have friction.
If you're in the 80% who had self-checked out and paid, you probably won't ever see the contact form and have our customer service email address in a proper "purchase successful" email and you simply reply to that for any follow-up or help.
For many companies it’s a core part of their operating procedure. Cost to acquire, cost to serve and churn reduction being the core elements that they watch like hawks. Answering customer queries eats away at that cost to serve variable.
If you're in the 80% who had self-checked out and paid, you probably won't ever see the contact form and have our customer service email address in a proper "purchase successful" email and you simply reply to that for any follow-up or help.