I have a furniture manufacturing company for more than 30 years. Requests from clients have always been handled over the phone or directly in the office. But now more and more clients are asking about social networks and asking for consultations on messengers. Why can't you just solve everything on the phone? What to do with such clients?

This is the age of digitalization, and it's not surprising that customers want to get a consultation online rather than over the phone. You lose a lot of customers if you don't handle customer requests on social networks or directly on the website. There's a great article on how to communicate with customers nowadays https://newmediaservices.com.au/customer-service-experiences-for-gen-z-and-millennials/. If you organize customer service in social networks and messengers, you will be surprised how many loyal clients you will get.

I understand that you started the business a long time ago and that is why you are not active in social networks. But at this time, it's really important. There are many online stores that don't even have a website, but have promoted accounts on social networks.