Every large company has a huge Customer Service Department, which is a cost center for the company. As a cost center the pressure is always there to cut costs and outsource leading us to cascading IVR Trees.
Move all your customer service to online self service. If a customer calls to complain about a product or ask for help send the call to someone who knows the product and not reading off a script. Someone who can actually help with what is wrong.
If it is a physical return, send it to the factory to see what failed. Innovation doesn’t happen by building walls between your engineering and customers.
All start-ups grok this, why can’t established companies?