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Learn about Facebook's evolution into a staple customer service channel, with over 20 billion messages exchanged every month. Discover how customers use Facebook to contact businesses, making it an attractive channel for customer support. See how business that offer Facebook support are viewed as more reputable and trustworthy, boosting customer confidence in the brand.
Thanks to its widespread usage and constant innovation, Facebook has transformed into a reliable social media customer service platform. Businesses now utilize its features to promptly address customer inquiries, engage in real-time conversations, and build stronger relationships with their audience. Facebook reports that over 20 billion messages are sent between people and businesses every month on Facebook Messenger.
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.
of customers have contacted a company using Facebook and similar social channels.
Forrester
of customers use Facebook to contact businesses.
Khoros
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