(2:24 Video) Personalizing Support Connections Through Trust and Familiarity “We structured our support team in a way that makes it likely for a user to encounter the same agent again when using chat. Over time, consistently interacting with the same person creates a kind of bond. That agent becomes a real resource. People begin to see that reaching out to support isn’t a burden—it’s an asset available to them.” - Enav Birnbaum