I didn't saw anybody mention the amount of money they save because they don't need to support by phone and email that much.
I was thinking of other countries with really complicated gov pages must get so much more questions by phone, face to face or email. Probably a magnitude more.
Also these countries learned to answer emails with a template that comes from the website, like copy paste. Therefore the customer need to wait for the template, ask again and wait for the 2nd reply, which most of the time is as bad as the first one. Then you call in. (By the way, looks like PayPal learned this technique as well, send a template to any support ticket, wasting the time)
I think this younger generation prefers to read online, so they did a very good bet
I was thinking of other countries with really complicated gov pages must get so much more questions by phone, face to face or email. Probably a magnitude more.
Also these countries learned to answer emails with a template that comes from the website, like copy paste. Therefore the customer need to wait for the template, ask again and wait for the 2nd reply, which most of the time is as bad as the first one. Then you call in. (By the way, looks like PayPal learned this technique as well, send a template to any support ticket, wasting the time)
I think this younger generation prefers to read online, so they did a very good bet