Great article. I already posted similar ones which goes back to one thing. Why in the world does any company employee absolutely needs to directly speak to another live person in real time. To most, it is enough to post Faqs webpages online or YouTube, Tik Tok, and the rest of Social Media Circle Of Repetitious Forever 🔴 On videos for mass consumption.
The ones I always support are the ones just as old fashioned as I and take the time to communicate in real time as much as possible.
In the end, you the consumer and purchaser of these products will determine what direction Customer Service will go.