I make a point to call if I'm picking up, since that way the restaurant only has to pay my credit card fee.I agree with you completely. But if given a choice between (a) talking to someone who I know is just going to pass me along to someone else and (b) going to the relevant website and doing what I want without being bounced around the telephone system a dozen times because the person I'm talking to has no idea how to do what I want and no interest in finding our what I want, I will take a website everytime.
When ordering takeout, if the restaurant doesn't have an online ordering system, I get the takeout somewhere that does. Order on-line, pay on-line, walk in and find the on-line to-go shelve, and walk out. That's what I consider to be A+ customer service.
Plus talking to people, at least here in this small town, is a pleasant experience.