As someone who makes software in the Midwest, the startup/small/medium companies I’ve worked for don’t outsource customer service because those workers are already plentiful and inexpensive here.
And so support is always down the hall or one floor below. And we are friends with many of the support techs. We get an earful when things don’t work well.
It makes the software better. To engineers, users can be an abstract concept — a shame, but true. But we don’t want to create difficulties for our friends in support. So we work hard to deliver things that don’t make the phones blow up.