"Customers also expect immediacy. They want answers in minutes or hours, not days or weeks, as businesses may have got away with in the past."Companies will soon face the same issue as with traditional call center services: lack of staff and resources. So they will need to look at automation..."They want to reach out to organisations they deal with by means of social media because they see it as a channel that is convenient, easy and transparent to use."I agree that Twitter is insanely convenient - no need to wait for Web forms to load on flaky mobile networks or to wade through IVR menus. Which is why I believe self-service can successfully be offered over this channel. Check out for some ideas around this.