AOL circa 1998
Before the arrival of web 2.0 communication means were limited to any business, even with a solid online presence. Email and chat services were used by companies in the early days of the Internet. They also used to rely a lot on the telephone and postal mail services for communication and interaction with customers and partners in trade.
Now that web 2.0 services like numerous social network platforms are available, companies can interact with both partners and customers in thousands of different ways. Of course, email and telephone are still used a lot for business interaction and communication needs (and in some cases are still more effective). Nevertheless, every company you see around has a strong presence in social media platforms like Instagram, Facebook, Twitter, and others. Companies use these platforms to maximize their reach and interact with customers. With so many choices, customers also find it easier to reach out to businesses via social media too.