Customer support has long been considered “good enough” by companies. Instead of evolving and improving like other departments, support teams continue to use multiple and separate tools and platforms that communicate through low-quality APIs. Companies then force this inconvenient experience forward to customers and agents resulting in long issue resolution times.

Providing limited channels, while dismissing modern communication channels, cause companies to lose customers. Customer demographics are changing with digital natives influencing purchasing trends and increasing buying power. These customers live online and expect companies to meet them on their preferred channels. If customer support doesn’t meet their expectations, they find another company that does.