It's there if you look.
I recently called an 800 number to clarify some information found on a company web site. Their secretary very quickly tried to direct me back to the site, suggesting that everything about the company and product was located- there( one the site). When pursuing the human element like where they were located, or how long in business, or what they actually did, I got a terse response. "It's all on the web site".
Yes, the substitute for human contact or interaction is in full gear, so welcome in the new world of Web 2.0 and so called E-Commerce.
Interestingly, you would think that marketing types and administrators would understand that since anyone, anywhere can create a web presence that human contact and verification of products and services would be critical and even a necessary complement to the business.
However, the need to send people to the site for information and not interact with customers or prospects is becoming more the norm and not the exception.
Perhaps in this notion, that one can run a business and never really interact with customers, is a new opportunity. An opportunity to engage people, with their concerns, interests and questions. A chance for real dialogue to discover needs and opportunities. A chance to make contact with real people and a chance to develop some sort of relationship.
One might even find ways to improve the companies customer service or update product offerings.
If you are looking for more information on this concept, look it up, it's on the web.
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