Global usage growth of messaging channels for customer service 2020
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.
