Most big companies save 1000's by outsourcing their support and help desks. Its very uncommon to find in-house support teams with dedication, pride and excellent customer service. Its really all about the money and much less about the people and company image. Pretty sure 100% of companies will show extensive proof that its cheaper to outsource. Its all in the numbers and the numbers dont lie.
One stuff up from support and a good negative publication and the numbers show the decline. You saved the pennies and there goes the pounds, buy hey YOU SAVED! More money into Advertising and tomorrow its all forgotten, problem solved. Rinse and repeat with today's social media and yesterdays mind set you've successfully driven your company into the ground.
Cheap mistake, costly outcome, for all!