Why is there no telephone support anymore?

[AussieEComStore]

Why is there no telephone support with Shopify anymore? Attempting to contact Shopify support now is such a tedious task requiring undivided attention for 30+ minutes trying to explain simple issues and repeating yourself numerous times and wasting a lot more time than you ever needed to previously when you could just speak to them on the phone on loud speaker while multi-tasking other matters in your business. The other issue is it feels like the support staff no longer have the same level of expertise they used to with very slow resolutions and requiring to repeat the issue multiple times and then still having them not understand what the issue is. I was trying to contact Support regarding a URL redirect that isn't working which appears to be a bug with Shopify and I have wasted around 30 minutes on this matter, whereas I previously could have just made the phone call and continued to run my business while speaking to them on loud speaker or with a headset. My business has turned over more than $500,000 in the last financial year and the amount we have paid on Shopify fees is significant when compared to other platforms like Wix or WooCommerce and we can't even get any decent support? We are currently in the process of creating a new business as well and we are strongly inclined to use another platform due to the rising costs and worsening service.

Does anybody else share this same frustration? Seems like support has gone downhill so much over the last 12 months.

Edit: I just disconnected from the support chat as we were going in circles and getting absolutely nowhere and enough time has been wasted with this. Very disappointing experience.