Conversational support has become a critical component of customer experience and business success, with 90% of consumers considering it an important factor in their choice of brand and loyalty. The pandemic has accelerated this trend, highlighting the need for digital-first solutions and personalized messaging. As businesses pivot to conversational support, they can expect benefits such as improved customer retention (60%), increased business efficiency (58%), and enhanced customer satisfaction (58%). To become an industry leader in support, businesses should invest in the right tools and frameworks, plan how their workforce will evolve with automation and bots, and re-evaluate how they measure support success. By adopting a conversational approach, businesses can connect with real people, add personality to conversations, and unlock new opportunities for growth and innovation.