Companies always have the task of balancing the need of customers to gain access to post-sales support services and the cost of providing such services. These days it may sometimes seem unrealistic to spend much on customer support when the rest of the business' components are flailing.
What they have to develop now is a task-oriented self-service model where customers get to resolve most of their queries on their own.
Link: Minimize Customer Support Costs with a Task-Oriented Self-Service Approach
