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sometimes you just want to avoid talking to another human, I would be very happy to do these things online instead of an actual talk. I think the advantages are more in the other side, from customer support, which from some company is terrible (mostly fro management/budgets issues)

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But this is what websites are perfect for. Perhaps some of the best places are the ones that don't have an online presence but I don't know of many.

From the other way I can see the sense, but the ones that are terrible don't get any better by having a cheaper option. It'll just mean they'll have a terribly programmed assistant instead of an Indian call centre where they've been given bad instructions.

unfortunately many places don't, at least in my experience here in UK. Either because they are too small (like the hairdresser in the example) or because they are big and old or even they only use the phone to discourage customers complaints/profit on the call (even Ryanair for legitimate complains)

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