It is my understanding that the phone number to call with questions for Family Search is going away. That is a great concern to me. I have served in family history for 13 years and currently serve in a temple office. We still get many calls for help from people who struggle with internet access or lack of knowledge. I am also aware that sometimes you just do not know how to word things to get to the right place when typing in a question but a person can talk you through the issue and figure out what you are specifically looking for. This can be extremely frustrating.
I was talking with a woman just a few days ago who is experiencing this issue in her own family. Her husband has just about given up on doing any of his work because of the looping he is experiencing. You type in a question and it gives you sort of an answer, you see that you should click on something else to maybe get a more in depth answer so you click. That takes you back to where you started. SUCH A PAIN!!! I told her I would be happy to help them but I know I have offered to help many others before but it is just such a hassle people quit. This is not the experience anyone wants for them. I do not want them to quit and I do not think Family Search does either.
I know that having it all online is helpful for so many but please do not neglect those who really need the personal contact of dealing with a human. Please do not take away the phone number to call!