The document discusses how it can be difficult for consumers to find useful information when contacting customer service, as they are often met with automated messages or placed on hold for long periods. Customer service contact information is not always easy to locate, and automated messages are designed to make consumers think their call is important, even if it results in them speaking to a robot or waiting indefinitely. Finding the most accurate and up-to-date customer service information is one of the most common online searches for consumers.