That's a funny one. I worked at a place where the support team that worked for the social network accounts of the company had better tools and higher priority when doing their jobs than the phone/site support team, so effectively customers asking for support on Twitter or Facebook got better and faster support than customers asking for support on the phone or the site. I assume that's because companies are terrified of bad publicity on social networks.
Exactly. Social networks moved support from private, hidden systems to a public channel. This benefitted the user, since the brand has more to lose from interactions that are negative, non-responsive, re-directive, etc.
