Why do you think more businesses are shifting their attention to conversational support?

I think that as the user base becomes more tech savvy, the expectations for quick service increase. We are increasingly using tech to solve business problems and with that comes an ever increasing number of new players providing these solutions. Whereas it was acceptable (yet frustrating) to wait a week for a response from the old school players, the newer companies (and the older who take notice) realise the power of keeping their customers close and feeling looked after. Personally, I would select a solution where I felt supported over one where I felt left hanging. Nothing better than getting a quick resolution or knowing that your issue is a curly one that needs time to be solved.