It’s been a long while since social media served only as a place for companies to share their ideas and wait for “Likes”. Now it’s one of the most important channels for customers to ask questions and report complaints.
Companies are present on several big social media sites like Facebook, Twitter, Google+ or LinkedIn. However only the first two are widely used for customer support. Since many people use those platforms every day to communicate, it’s only natural for them to seek support there.