You can have dirt-cheap or you can have customer service. The east coast intercity bus lines are very clearly built around the former.
But you can have dirt cheap and provide information - that's really the service that people want. They don't need a massage, free food, live entertainment etc... Information can be cheap - put a transponder on all the buses and push out a kml feed.
In my experience, BoltBus and Megabus have extremely poor customer service. I've had multiple bad experiences with them and as a result I refuse to use their services any more.
Last month I waited an hour and a half in 40 degree weather for the Megabus from NYC to Philadelphia. Throughout that time, none of the staff on site had any idea of what was going on, or if they did no one told us what the problem was and when we could expect the next bus to arrive. We heard later that both buses scheduled during that time had broken down.