We can do that. It is however very expensive to add full time employees. Much of what they deal with is as mentioned in other posts items the pilots should be able to look up in 2 or 3 minutes. Many also neglect trying to solve the issue first at the CS level. What clogs the system is a small group of pilots who spam the system with every possible perceived issue without taking the time to make sure they have a reasonable claim. As applies to so many things 5% of the pilots generate 95% of the workload. The pilot who has a real issue gets hurt time wise as a result.