In the last month/years, I've noticed that a good number of companies where I live (mostly ISPs) have started to offer official support over Twitter/Facebook. It's usually the only way to get some decent support, as the choice is between social networks and call centers - and for most of those companies, their call centers are outsourced out of the contry, full of people that barely understand/talk your language, and that don't really know anything about solving issues.