Actually, I've had some really good one-on-one customer support experiences via Twitter. I don't need hand holding, but sometimes it's just nice to get pointed

Actually, I've had some really good one-on-one customer support experiences via Twitter. I don't need hand holding, but sometimes it's just nice to get pointed to the right url for what I'm looking for without having to craft the perfect Google query. Twitter is great for that - just fire off the quick question, get a reply pointing to more detailed instructions. I don't know if it's scalable, but it's worked when I've needed it.