> I don't understand why companies provide better support over Twitter (it is a bad idea as far as I can tell - they just have generally lousy customer service and for some reason change for Twitter, to some degree).
It's very simple: regular frontline workers represent a large chunk of the total costs of the company (let's say 30%, so you keep them underpaid and overworked to keep profits high. But social media is the domain of PR - much fewer people, much better paid, much more visible to management, and able to order around even middle management when it's for the good of the company's image.
It's very simple: regular frontline workers represent a large chunk of the total costs of the company (let's say 30%, so you keep them underpaid and overworked to keep profits high. But social media is the domain of PR - much fewer people, much better paid, much more visible to management, and able to order around even middle management when it's for the good of the company's image.