Usenet for tech support
VirginMedia used to do this for TV and broadband technical support. The staff members who monitored it were, I believe, from the soon to close Albert Dock facility.
It was one of the best technical support systems I've ever used. Available for reporting 24/7 (even if the responses weren't always immediate) it had multiple advantages over the traditional phone support, not least of which was that technical information could be passed around internally in its original ASCII form, not like on the phone where it would be subjected to an endless game of Chinese whispers ultimately ending with the user having to explain the whole thing again from scratch to yet another department.
You could even arrange, rearrange or cancel engineers' visits through it without having to go through the call centre, which was an incredible time-saver. Sadly, Virgin pulled the plug several years ago. It was given a brief reprieve for about six months, but then went away for good.
Virgin's electronic support system is now web-based, with all of the issues that entails. But I guess customers these days aren't interested in learning how to use something unless it's in a browser window.
Some smaller organisations and groups -- most notably Steve Gibson's GRC -- maintain small private NNTP servers for discussions, but they tend to be run by, and aimed at, a more technical user base.