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Most small businesses end up with chat the same way. A website chat tool here, a team chat app there, an automation service to glue them together. Each one is a separate account, and each one holds a piece of your customer conversations.

A new inquiry comes in through your website. It lands in a shared inbox. Everyone assumes someone else saw it. By the time anyone replies, the customer has already called someone else. If that sounds familiar, this post is for you.