It makes sense to go where your customers are. If I have a question about a product and I see that the company selling it is on Twitter, I'll tag them and ask

It makes sense to go where your customers are. If I have a question about a product and I see that the company selling it is on Twitter, I'll tag them and ask them. It takes less than a minute and I'll get feedback in an app that I already use. Strangers can also chime on and help me out. Compare this with having to look up their website on Google, then having to track down where their customer service is. Ask a question there, then either have to wait for an email (annoying, often ends up in spam), or I have to keep a tab open just for their customer service chat.