I'm not sure what you're referring to, since profitability wasn't a metric I used. I agree not all profitable things should exist, but increasing the availability of customer support seems to me like a clearly good thing.
Perhaps you're thinking that profit-chasing is the only reason companies don't offer good customer support today? That's not accurate. Providing enough smart, well-resourced human beings to answer every question your customers can come up with is a huge operational challenge, unless your product is absolutely dead simple or you're small enough to make random employees help in their spare time.
