That’s very kind! I’ll take that as an excuse to plug this video where I chatted about similar things 
Really glad you find this interesting https://www.youtube.com/watch?v=MPLDe4iKUHk&t=1s
For a customer, nothing should change - it should still feel like you can get in touch whenever you need us. The way we hope to manage this though, is by reducing the number of times that you actually do need to contact us. After all, the best kind of customer support is never needing to contact it.
We take calls really seriously, but we firmly believe that we can offer the best possible support through in-app chat. There’s a great Q&A here with Fred, who runs our calls team.
Fewer than 5% of our support interactions are by phone, but obviously calls are slightly different; you are more likely to get an immediate pickup, but it likely takes up more of a customer’s time, because the COp will need to research it live. The amazing thing about live chat is that you can do other things while you’re waiting for us to get back.