Aircall's Global Head of Customer Care, Ian MacLean, discusses the challenges of preventing the "swivel chair effect" in support teams. The Aircall team has built integrations with systems like Salesforce and Intercom to simplify data exchange and eliminate manual switching between tools. To provide a consistent customer experience, Aircall dedicates extensive resources to its support arm, including multiple channels for customers to receive support. The Conversational Support Funnel breaks down the customer journey into proactive, self-service, and human stages, with automation playing a crucial role in powering human support. Ian's team uses automation to collect valuable information from customers, freeing up agents to focus on high-touch interactions. Aircall's tech stack includes Intercom, JIRA, and Aircall for phone support, with the company prioritizing customer-centric tools that improve the customer experience. As the industry continues to evolve, Ian emphasizes the importance of balancing what works with what's next, blending best practices with innovation to provide a great level of service.