I've dealt with the IRS and with the Apple App Store. The former has far better customer service and is much more transparent.
In my interactions with app store review, it's usually resulted in a terse response that required some guessing to fully understand. In some cases, we simply gave up because it was too hard to get real answers from someone.
Recently I learned that Waiting-on-Hold-as-a-Service is a thing.
According to the newspaper (I forget which one — lots of dead trees around my apartment), there are companies that hire people to do nothing but wait on hold on customer service lines. When the person on hold is next in line, if the company has a paying customer, they switch the call over to them. If not, the person who's been waiting on hold all that time drops the call and dials in again, sort of reserving a spot for the next paying customer.
The rate to get straight through to the IRS is $1,000 to $5,000. I think it's a monthly subscription. A bargain for lawyers and accountants and such.
The Google thing waits on hold for you. But you still wait.
These services connect you immediately because they have people who have already done the waiting.
Apple’s responses often leave a lot to be desired, but at least you can use support forums and emails with a good response rate.
Note that I don’t think this is the fault of the IRS at all - they are woefully underfunded and understaffed.
Mind you I suspect people who fiddle their taxes have a different opinion of them.