By 2014, however, Square’s product line was becoming more complicated, and we had already planned to add live customer support as an option. But customer support is not something we could implement overnight. To provide a good live customer service experience takes months of planning, hiring, and training, not to mention finding a place for everyone to sit. We weren’t going to rush, or rather, we already were rushing but could not increase the pace just because the world’s most dangerous company was advertising that it had phone support and we didn’t.
