How Customer Support
Has Evolved

Traditional ticketing systems create friction. Modern support platforms build relationships.

Traditional Ticketing

  • Email-only interface with slow response times.
  • Ticket numbers instead of customer names.
  • No context about customer history or previous issues.
  • Agents work in silos with no collaboration.
  • Manual tagging and routing of every request.
  • Limited to business hours, customers wait overnight.
  • Metrics focus on tickets closed, not satisfaction.
  • Disconnected from product and sales data.

Modern Support Platforms

  • 💬Omnichannel support across email, chat, social, and phone.
  • 👤Customer profiles with full interaction history.
  • 🤖AI-powered context and suggested responses.
  • 🤝Team collaboration with internal notes and handoffs.
  • ⚡Smart automation and intelligent routing.
  • 📚24/7 self-service knowledge base and help center.
  • 📊Success metrics and real-time CSAT tracking.
  • 🔗Unified platform with CRM and product data.