The short answer, no. Not yet anyways.
The study below indicates that less than 1% of customers choose to use Twitter as their first stop in problem resolution. Of course, right? I mean if you want an immediate solution, wouldn’t you just call the business? And, if they’re already closed wouldn’t you then look for a FAQs page on their website? And, then if that turns up nil, wouldn’t you then Google your question hoping someone else already blogged about or did a YouTube video on your exact problem? And, then, if after all that you still cannot find a resolution, then tweet or Facebook a message? Oh, but only after you’ve submitted your question via the website way before even arriving at the tweet step.
But, the social media generation (it’s not an age, but a mindset) is still growing up. They’re becoming more accustomed to communicating using their mobile devices which offers them dozens and dozens of ways to find information or ask questions.
While the term social media is trendy, the use of technology to communicate and collaborate is not. You must exist in the digital neighborhoods where your targeted audience or customer base chooses to communicate. And, even though there are social networks and mobile applications du jour, the hub of all digital communications or in this case social media strategies is your company website.