Compared with developing software or running computers (unless you're paying government rates), customer service is eyewateringly expensive - you need a bunch of people who are knowledgeable about your product, enough so to be able to start the triage between client-side bugs, chancers and server failures, and who have good phone skills, and are prepared to work out of hours.

It's no wonder that most companies don't bother, especially when hardly anyone else bothers either.

Seems to me the worst of all is the half-hearted effort, that's meant to make it look good but lives or dies by meaningless stats (e.g. "number of tickets closed").