Isn't that the opposite though? Having a store for the customer to get face-to-face support is sometimes necessary even those who prefer it all to be online. It acts as a stop gap to people otherwise low support customers.
The newer upstarts you mention are self selecting for customers who would do everything they can to never make a support call. They are just another form of having a 15 minute wait time because online only is it's own customer service barrier.
The newer upstarts you mention are self selecting for customers who would do everything they can to never make a support call. They are just another form of having a 15 minute wait time because online only is it's own customer service barrier.