There is no doubt that emails are one of the best ways to communicate with customers for all types of queries. But today customers have started to rely upon social media for basic support.
In the recent report, intercom stated that 47% of the support team has reported that after the outbreak of COVID19 pandemic inbound volume has increased by an average of 51% and social media is part of that.
Users have started to notice that email and call back take time and no one wants to wait for long that’s why they prefer social media over other channels. Not only that but there are other reasons that are encouraging customers to rely on social media for support purposes.
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