It depends, I will do if a support team simply wont respond within 48 hours and it has something to do with my money, then yes I will. Eg; a certain hosting company had an issue where a number of accounts got hacked and someone upped by bill by $250 and it came out, the support team did not want to hear about it, so went to social media got my money back the next day
@aaronoleary Support teams interaction on social media is definitely faster. For example, I've been following up through email on an issue for almost a month with absolutely no response and a single message in social media, gave the right direction and it ended with a positive closure :)
Whenever I'm looking for customer support, I always head to twitter first to see whether they've got open DMs or a @Spotifycares esque Twitter page for their support.
Generally I prefer it because it's a platform I'm familiar with which I can refer back to, and that I can repeatedly access depending on how a support issue changes.
On a companies own site, asking for updates on an issue or similar is often more challenging than on Twitter DMs imo.
I have simply because I've had incredible responses through Twitter DMs. It always shocked me but once I tried it I learned it is often a valuable resource.
Also, I got some free food when complaining about a troublesome food app once. 😂
Depends on different companies I think.
I have seen some support teams responding via Facebook messenger pretty fast. Still I would prefer asking for support via website's livechat. At the very least they always know my email address & send me email.
With Facebook though, it's difficult to keep track of all asking customers.
Yes, personally, I have used Twitter multiple times, to connect with brands, raise a complaint, or simply to share feedback. To my surprise, my queries have always been answered.
Now, from a business perspective, social media customer service is growing in leaps and bounds. A single online post can make or break your brand- that’s the power of social media. However, by using the right customer support software (https://www.proprofsdesk.com/), entrepreneurs can respond to social media tickets in no time.