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No. I'd argue every product needs a support function regardless of how intuitive it is:
1. All users are not the same.
What might seem obvious to one, might not to another.
Software tends to be more complex than single-function products like toasters.
2. CS extends beyond usability issues.
Case-specific problems like billing woes, refunds and data loss still warrant support. Even Netflix needs this.
3. CS doesn't just fix issues. It educates.
The best customer service helps users realize how to maximize the value from their purchase.
4. CS holds strategic value for a PM.
Nothing is perfect. CS tickets help highlight frustrations in the wild & are a key input in product ideation.
There will always be a user segment that demands human touch.
Several people skip suggested KB articles to ask the same question from a person.
I can envision chatbots taking over more load once they become harder to distinguish from a real human. Still not there yet.
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In an attempt to make this footer a bit interesting, here's a little PM joke:
A Product Manager tried walking into a bar...but couldn't when he realized the doorknob user story was still in the backlog.
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