What are must have features for a customer support tool?

Our company Channel.io has developed an all-in-one live chat, team chat, CRM and marketing tool that's focused on improving the connection between businesses and customers. Our company is constantly adding new features that we believe will help improve this connection, but I'm curious to know what everyone else thinks are must-haves, nice-to-haves and not needed features? For those that are curious, https://channel.io/en