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, ** percent more companies compared to the previous year used WhatsApp for their customer service communication, while companies using Facebook Messenger increased by ** percent.
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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 ÌÇÐÄÆƽâ°æ. Retrieved July 26, 2026, from /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. ÌÇÐÄÆƽâ°æ. Accessed July 26, 2026. /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. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 26, 2026. /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." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 4 Mar 2021, /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 ÌÇÐÄÆƽâ°æ, /statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/ (last visited July 26, 2026)
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: /statistics/1260555/top-messaging-channels-for-customer-service-by-yoy-growth/
