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Re: Re #3: Scale Economies at Microsoft?
> It does, and it explains why customer support is increasingly offered in
> the form of FAQs and searchable websites where the zero MCOP phenonmenon
Don't forget the "Peer Support" discussion forums on UseNet, CompuServe,
etc. Many software companies offer these, and usually there are
volunteer (non-employee) expert users that answer questions, unpaid but
compensated with free or pre-release software or discount rates or some
such. Netscape calls them "Champions", MS calls them "MVPs", Borland
calls them "TeamB".