Balancing a great customer experience with maximum team efficiency is crucial for support teams, as escalating demand can lead to burnout. To achieve this balance, support leaders should define what a great customer experience looks like for their business and experiment with first response time to see where they can gain efficiencies without sacrificing customer satisfaction. Automation can also be leveraged to empower the team by resolving 33% of customer issues and freeing up human agents to tackle complex queries. Building strong relationships with product teams is essential, as proactive problem-solving can prevent common questions from arising in the first place. By optimizing the Conversational Support Funnel - a combination of proactive, self-serve, and human support - businesses can create efficient, positive experiences at scale.