Support teams face numerous challenges, including increasing customer expectations, team efficiency, and business impact. To address these priorities, support leaders are investing in technology to scale their efforts, with 55% planning to increase spend on tech in the coming year. A proactive approach is gaining momentum, with 78% of support leaders wanting to move from a reactive to a proactive model. Chatbots are also becoming increasingly important, powering faster resolutions and reducing overhead for frontline agents. Meanwhile, measuring ROI is becoming more crucial, with 30% of support leaders planning to measure their team's impact on customer retention. To achieve success, support teams must balance competing priorities and leverage technology to deliver fast, personal support at scale, while also prioritizing the Conversational Support Funnel to preemptively address known customer questions and automatically answer routine ones.