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research_22_illu

Facebook

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. 

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.

#Facebook

33%

of customers have contacted a company using Facebook and similar social channels.

Forrester

#Facebook

59%

of customers use Facebook to contact businesses.

Khoros

research_22_59percent

#Facebook

20 billion

messages are sent between people and businesses every month on Facebook Messenger.

Mixpanel

#Facebook

69%

of U.S. Facebook users who message businesses say it makes them feel more confident about the brand. HootSuite
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