Forrester research commissioned by Intercom reveals that conversational support is no longer just a "nice-to-have" but a crucial business critical component, as 58% of respondents believe customers prefer conversational engagements with brands and 71% of support leaders think scaling conversational support will allow them to stay competitive or become industry leaders. The research found that messenger-based support is now the second most used support channel, overtaking phone and in-person support, and only 43% of support leaders believe they have the technology needed to provide personalized support experiences. With all these challenges, the path forward for support leaders is clear: they need conversational support to deliver fast, efficient, personalized messenger-based support at scale, leveraging bots and automation to make workflows more efficient for their teams and customers.