We decided to measure every channel by the same yardstick

These days customers don't come in through just one window, do they. One person messages you on a chat channel, another leaves a question somewhere else, another slides into an Instagram DM. Having more ways for people to reach you is genuinely a good thing.

But by the end of the day I'd feel this odd frustration. Plenty of people had reached out — yet I couldn't quite sort out which of them actually meant to buy. The person who asked a dozen questions in one thread, and the person who left a single line and disappeared. Which one do you contact first? The windows are all separate, so you end up deciding on gut feel.

Pulling every conversation into one place? Plenty of tools already do that

So at first we thought, "we'll just gather all the channel conversations onto one screen." Then we looked around and found there were already plenty of tools doing exactly that. Seeing scattered conversations in one spot is convenient, sure. But the more we used it, the more gathering alone felt like it stopped short. Even stacked in one place, it still doesn't answer "so who do I reach out to today?" Collecting conversations and actually reading them turn out to be two different things.

So we decided to measure every channel with the same yardstick

What we really wanted was this: wherever a customer came in from, read that conversation against one standard. How much buying intent they seem to show, what they were curious about, how far they looked. Because the same yardstick gets applied whether they arrived through Kakao or a DM, people who were scattered finally line up in order. "Today, this is the person to reach out to" becomes visible.

Honestly, this is already something we do for web visitors. In the Insights menu we show which visitor showed how much interest, and what they were curious about. We're simply widening that same reading to the channels. Because the door someone came through mattered less than how serious they were.

Honestly, it's still a work in progress

To be straight with you, it isn't all finished yet. We're wiring up Naver Talk first, one at a time, and we'll widen to Kakao and Instagram slowly from there. If adding lots of channels were the point, we'd have rushed it — but what matters to us isn't the count, it's reading everyone through the same eyes no matter where they arrive. We wanted to make that part solid first.

We're keeping the first month free right now

So right now we're keeping the first month free. Put your materials up on the web, attach the chatbot, and about a week later the first summary shows up in Insights. Just seeing "oh, this is what our customers were wondering about" once tends to give you a real feel for it. The channel piece will make sense naturally after that.

And this very post you're reading is running on Saleslink too. The chatbot down below is reading this article along with our product materials and FAQs, so if anything's on your mind, feel free to just ask it right here.