fax number was the least important in 2009, in 2008 the last place was for chatboxes. Today we are using all possible channels to provide customer service to our customers. People demand 24/24 and 7/7. don’t mind adding to it that people have inflated expectations and sometimes demands that are exaggerated. We live in a society of instant gratification and, to be honest, I personally find this rather sad. Customers and businesses will increasingly include social media. There are lots of examples of companies using Twitter for customer service purposes successfully.