According to industry research, 59% of customers use Facebook to contact businesses, and 33% of customers have contacted a company using Facebook and similar social channels.
Because consumers already communicate with their family and friends on Facebook, it is an attractive channel for customer service. Moreover, customers feel that businesses that offer Facebook support are more reputable and trustworthy, with nearly 69% of U.S. consumers stating it makes them feel more confident about the brand.
Customers contact businesses on social media
of customers have contacted a company using Facebook and similar social channels.
Using Facebook to contact businesses
of customers use Facebook to contact businesses.
The number of messages exchanged between businesses and customers on Facebook every month
messages are sent between people and businesses every month on Facebook Messenger.