In 2020, more companies than in the previous year added messaging channels to their customer service in an effort to maintain the communication channels open after the coronavirus global outbreak. During this time, social messaging channels became one of the favorite communication outlets for customers and companies alike. In 2020, 62 percent more companies compared to the previous year used WhatsApp for their customer service communication, while companies using Facebook Messenger increased by 51 percent.
Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth
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Year-over-year usage growth
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Zendesk. (March 4, 2021). Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth [Graph]. In Statista. Retrieved September 12, 2024, from https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/
Zendesk. "Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth." Chart. March 4, 2021. Statista. Accessed September 12, 2024. https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/
Zendesk. (2021). Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth. Statista. Statista Inc.. Accessed: September 12, 2024. https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/
Zendesk. "Leading Messaging Channels Used for Customer Service by Companies Worldwide in 2020, by Year-over Year Usage Growth." Statista, Statista Inc., 4 Mar 2021, https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/
Zendesk, Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth Statista, https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/ (last visited September 12, 2024)
Leading messaging channels used for customer service by companies worldwide in 2020, by year-over year usage growth [Graph], Zendesk, March 4, 2021. [Online]. Available: https://www.statista.com/statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/
