Week 2 Topic: Future of Support
Some customers want a real human on demand. Others would rather do anything than talk to support and if they have to reach out, they assume something has already gone wrong. That tension sits at the heart of the future of customer support, and it’s exactly what we dig into with Vanessa Supermanian, who leads customer support and sales at Tor Radar North America.
We explore why “one size fits all” support is quietly dying and how support leaders can build two experiences at once: high-touch customer service for people who need empathy and continuity, plus truly effective self-service support for people who value speed and control. Vanessa shares how industry context matters too, especially in travel, where high-stress moments can flip a self-serve customer into someone who just wants to hear a calm voice and get clear next steps.
From there, we get practical. We talk about using customer data, buying behaviour, and sales-cycle signals to predict support preferences, then using that insight to tailor responsiveness, tone, and channel choices. We also touch on how AI and proactive customer support can surface the right information earlier, reduce customer effort, and make the whole journey feel smoother before a ticket even exists.
If you’re building a modern support strategy, this conversation will help you think more clearly about segmentation, customer profiles, and where human help matters most. Subscribe, share this with a support leader, and leave a review, then tell us: are you phone-first, chat-first, or self-serve all the way?
