- For consumers, social media has become one of the main ways to contact brands when they need customer support, with platforms such as Facebook and Instagram being among the most popular.
- A survey by Hubspot found that whilst email and calls are still the prefered ways to reach customer service, social media has become a popular route, with 36% answering Facebook, 22% Instagram and 21% Twitter.
- Brands need to make sure that their social media presence can help customers who reach out. Being able to give helpful and useful advice, whilst doing so quickly, are crucial for success.
Source : https://blog.hubspot.com/service/where-people-prefer-to-contact-customer-service-reps
