These days customers are shopping on so many more platforms including: Websites, Facebook, YouTube, Instagram, Amazon… the list goes on.
Making sure that your business is accessible on multiple platforms and building brand awareness on them, makes it easier for customers to find YOU, connect with you and shop with you. Adopting this strategy gives customers easy access to your products and services in ways that are convenient for them. 
Nowadays customers are also "omnichannel", meaning that they engage with businesses through various channels including different social platforms, text, email, live chat, and many others. By providing omnichannel quality support, you are also showing customers that you value their business.