Channels
Omnichannel customer service: why one inbox for every channel works
Your customer doesn't think in channels. They message, email and chat interchangeably — and expect you to never lose the thread.
30 June 2026 · 6 min read
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Channels
Channels and omnichannel
WhatsApp, social DMs, email, phone and live chat: which channel to use when, and how to bring them together in one inbox.
6 articles
Channels
Channels and omnichannel
Channels
WhatsApp as a customer service channel: why your customers are already there
Your customers message friends and family on WhatsApp every day. Why would they suddenly have to call your business instead?
26 May 2026 · 6 min read
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Chat, phone or email? Which channel to use when
Not every conversation belongs on the same channel. The trick is to use each channel where it's strongest.
21 April 2026 · 6 min read
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Multilingual customer service: growing internationally without a language barrier
Customers prefer to buy in their own language — and drop off the moment service isn't.
10 March 2026 · 6 min read
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Instagram and Facebook DMs as a service channel: from chaos to structure
Questions that land in a marketing intern's Instagram inbox matter just as much as questions in your service desk. They're rarely treated that way.
18 August 2026 · 5 min read
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From email to chat: moving customers to the fastest channel
Every question that comes in by email takes, on average, more time to resolve than the same question in chat. Yet you're still sending customers there.
16 August 2026 · 5 min read
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