In this age of social media, communication between brands and customers has never been more open. Previously, if a customer had a complaint, it could be a burden to get in touch with someone who could help them. Today, many barriers between customers and brands have broken down thanks to social media.
Currently, more than a billion people message businesses each month on Facebook. In fact, 56% of customers would prefer customer service issues being handled over chat than by phone and expect businesses to respond to them within 5 minutes.