Today, more and more businesses are changing their strategies towards customer relationship development. In order to successfully manage these relationships, it is necessary for companies to develop customer support systems. To this end, customer support systems are being developed and are organized as separate departments in a company. Regardless of the way in which customer service is organized, its purpose is to communicate with the customer in order to accomplish different tasks. It is clear from this that the role of communication in customer support is of crucial importance. The purpose of this thesis and research was to examine and analyze different aspects of communication that are specific and important for communication in the customer support system. The aim of this research was to demonstrate the process of customer support through a case study methodology using the example of a company that deals with customer support for external partners. The data was collected through interviews with two employees based on the availability of internal documents. The results of this research have shown that communication in customer support systems is of utmost importance for the success of customer support, but also for the image of product, brand or company as a whole. Namely, the customer support management process has been successfully demonstrated which is of key importance to the company due to direct encounter with customers for the purpose of improving the business and individual approaches. It is extremely important to notice the shortcomings in communication and to respond promptly. Research results can help to broaden and comprehend the full role of customer support. In that sense, it is emphasized that customer support is an important link in the value chain of a company and in the part where the company communicates with its customers. Also, this work provides additional impulse for researchers to further explore the future of customer support in the context of announced robotization in that business segment.