I can assure you existing customers(non business) do still use a disproportionate amount of support. Things like feature requests, lost passwords, new user on boarding, any time anything doesn’t work as the user expects, etc

As for the finances here sure it gives up some income but will also free up a lot of time for someone who is currently doing support so they could focus on other things

While unfortunate for consumers I get it. Usually consumer customers use more support than business ones while paying significantly less and element still has to make enough money to keep going.