The recent CMO Council study also revealed that email (65%) and web form (50%) were the most popular form of communication used by the consumer. 44 percent of the respondents said that they called the companies’ customer service hotline while 33 percent preferred to post comments on the business’s Facebook page. This indicates that we need to check the comments posted by the users from time to time if we own a business Facebook page, to ensure the enquiries received through social medial can be converted to sales and also to avoid “bad customer service” complaint from the users when their comment is not attended. If you do not have the resource, either you outsource to third party or not to own one.

Reference: Practical EC0mmerce