Making the product better by making it friendly with other products is where the API will come in. It's been another thing that's been talked about for awhile, however it kept getting pushed back for the features I mentioned above to be put in place.
We haven't totally gotten rid of discussion by phone. I've done it many times when it's needed. All contact is still initiated by an email or support ticket however since 95% of the time the issue/problem/question can be resolved through those means.
