I like it - it's giving a URI to customer service reps. Might be useful to provide a way for customers to create their own macros for services that you do not support so that the list can be both corporate-curated and community-driven.

The book, "Code Name Ginger" is actually great. It's a complete 180 from the Steve Blank model of Customer Development and is a good reminder of how great teams can create the biggest craters.