Over the course of the last year of so something happened to customer support – a great deal of it moved on to twitter.
It started for me with the occasional “does anyone know what this error message means?” or “what adapter works best for X?” Even just a year ago the only folks on twitter were smart, technology oriented and ahead of the curve on most new technologies.
A funny thing has happened in the last few months. Just about any company that is active in online products and services is now providing tech support with a simple twitter request. These days I turn to twitter first to engage support for most of the tools I use.
Now that twitter has grown to about 20 gazillion users almost any company can and should be offering customer service and support via this mechanism. The expectation is growing for some users that all companies provide a level of support using this platform.