BizSugar.com › Customer Service › Go Social: Why Phone Support Still Matters Small Business News, Tips, Advice – Small Business Trends

Social media is permanently changing the customer-business relationship, giving consumers more power than ever to voice their opinions and shape a brand’s fate. However, when it comes to customer support, is social media leaving the customer behind?

With live web chats, customer support pages on Facebook, customer support on Twitter and direct messages (DM), social media provides wonderful new channels for customers to connect with their favorite (and not so favorite) brands.