The customer support landscape has undergone significant changes since COVID-19, with messaging channels becoming increasingly popular as the second most used support channel. Many teams are struggling to keep up with the rising volume and complexity of customer queries, with limited team bandwidth, resources, and budget being major challenges. To solve these issues, businesses need to optimize their resources with a Conversational Support Funnel, which combines proactive, self-serve, and human support to provide fast, efficient, and personalized support while ensuring that agents can focus on high-impact work. Additionally, teams need to address the "swivel chair effect" by using a tool that gives them a holistic view of the entire customer journey, with rich context into each customer's specific needs and conversation history. Furthermore, many teams are stuck on the reactive support treadmill, answering repetitive questions instead of proactively addressing recurring issues. To overcome this, businesses need to make the switch to proactive support, using the right mindset and technology to identify and address issues before they become problems. Finally, teams need a tool that allows them to capture and dig into the right information to leverage customer conversations for actionable insights and optimize their support strategy.