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If there are ways you can determine who exactly is making the comments, also document that.
Second, contact the service or content provider through which the bullying is occurring.
You say people helping themselves has gone up and phone calls has gone down therefore customers don't want to talk to people.
That said, I thought I would take some time here to give the adults who have been victimized out there some general advice.
First, it is important to keep all evidence of the bullying: messages, posts, comments, etc.
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Did you ask people's preference of just what they did? Customers are looking for low-friction ways to get answers to questions - and increasingly the self service channels and the low friction agent assisted digital channels are leveraged.