The Expert Podcast

• The challenges consumers face with getting quality customer service today.
• The shift in customer service models from personal phone support to tech-driven channels.

• Frontier Airlines is canceling telephone customer service, a trend that’s growing among airlines and other industries.
• Most companies now prefer handling customer service through email, text, live chat, and social media.

• Cost Efficiency: Phone support offers one-on-one interaction, which is costly for companies.
• Efficiency in Tech: Chatbots, emails, and live chats allow support agents to manage multiple queries at once, reducing wait times for customers.

• Consumers now have two main options for customer service:
  • Use chatbots or look for answers on websites and social media.
  • Pay for one-on-one consultations for undivided attention and specialized help.

• Companies, especially budget ones like Frontier Airlines, offer fewer personal interactions due to the cost.
• Higher-end services, such as first-class flights, may still provide access to agents.

• Paying for personal interactions might seem unfair, but it allows you to avoid long hold times or speaking to less informed agents.
• Examples of this model in various industries, from financial advisors to car repair consultations.

• Consultations: You can pay for consultations with experts across different fields (lawyers, financial advisors, etc.) for unbiased, dedicated advice.
• The Benefit: Paying for advice can lead to better and more personalized service compared to relying on salespeople or overworked call center agents.

• Companies will increasingly limit phone support due to labor costs.
• Many services, including major retailers like Amazon, have already moved to email or chat-only support.

• The growing trend of reduced customer service options and what consumers can do about it.
• As customer service moves to tech, it's important to understand your options and be prepared to adapt.