customer support revolution 2025-09-20T19:10:28Z
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It was 3:47 AM on a Tuesday, and the glow of my laptop screen felt like the only light left in the world. My coffee had gone cold hours ago, forgotten beside a mountain of customer tickets screaming from five different platforms—Slack pings overlapping with unanswered Gmail threads, Facebook messages buried under Instagram DMs. We'd just launched our eco-friendly backpack line, and instead of celebration, chaos reigned. Orders were doubling by the hour, but so were complaints about shipping dela