That implies that customers who do not get support can leave. My understanding is a lot of them have their money locked up in Coinbase and can’t get it out. Not really sure why anyone would need support from them otherwise.
Coinbase is kind of like the money hole at a blackjack table in Vegas. Putting money in to get chips is never really an issue.
If they did it right, they A/B-tested different amount of support and optimized for life time value.
Or they simply cannot scale up support faster because more lucrative tasks are on the roadmap.