Most communication systems look simple from the outside. A company sends messages, triggers reminders, or responds to customers on SMS, WhatsApp, Viber or whatever channel is popular in that region. The experience looks straightforward. The reality beneath it is anything but.
Customers Don’t Live on One Channel Anymore, Neither Should Your Business
Nov 11, 2025
The Hidden Cost of Channel Fragmentation
Your customers move seamlessly between messaging apps. WhatsApp for quick updates. SMS for one-time passwords and transactional alerts. Viber for regional preferences. Messenger for FAQs. To them, it is all one conversation.