Original Summary

We're a small B2B SaaS, four people at the time, and somehow we ended up with three separate WhatsApp numbers handling customer queries. One was the founder's personal number, one was a "support" number nobody checked consistently, and one was from a sales conversation that just never stopped. A client escalated to our investor because they'd messaged two of those numbers with the same issue and got different responses. That was the moment we realized we had a real problem. Didn't want to move customers off WhatsApp because they weren't going to follow us to a ticket portal. Needed something that consolidated everything without being a six month implementation project. The actual lesson wasn't about the tool we picked. It was that communication infrastructure is a product decision and we were treating it like an afterthought. By the time it breaks visibly it's already been broken quietly for a while.   submitted by   /u/Bitter-Document2097 [link]   [comments]

  • 情报分类：商业与市场研究
  • 分类依据：内容涉及商业、投资或市场动态
  • 信息来源：Reddit · SaaS
  • 发布时间：2026/10/8 19:56:21