According to research ending every call with "Have I resolved all your issues?" Reduces how often people call back.
But yeah if you want to upgrade your product, it takes 5 inbound calls because of the steps. All but the last one could be automated.
I got yeeted.
Well for the same reason lots of not great software is used.
It was once the best (or only) in the market, and now it'd cost literally millions of dollars to change in training/conversion/hardware changes. As long as we keep above the "We cause less damage than a change costs" folks stay.
So it's SAP.
Just get a new job, man.
I'm pretty sure that's how most corporate software stays afloat.
Well I did say "for same reason lots" XD so yeah, basically.
Then sales reps can rope in new people with "It's industry standard! It's easy to hire people who know this!"