Throughout the years, Facebook has evolved into a staple customer service channel. 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.ย
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
33%
of customers have contacted a company using Facebook and similar social channels.
Forrester
Using Facebook to contact businesses
59%
of customers use Facebook to contact businesses.
Khoros
The number of messages exchanged between businesses and customers on Facebook every month
20 billion
messages are sent between people and businesses every month on Facebook Messenger.
Mixpanel
Facebook can make customers more confident about your brand
#Facebook
69%
Customer service statistics 
Call center statistics 
Help desk statistics 
Live chat statistics 
Knowledge base statistics 
Social media service statistics 