Shopclues sent an email to all its seller which says "Discontinuation of firstname.lastname@example.org from 15th Aug 2016".
I think you reduce total number of support cases if you kill email support channel.
This means lesser cost on support, at the cost of seller inconvenience.
Now you cannot quickly raise an issue on email and you have to take out considerable amount of time to fill out the support ticket forms.
For cost cutting it is fine, but what about customer intimacy?