Thesis research - what's your opinion?

[Lin]

I'm writing a research paper/thesis on Social Media (my final project, yay!), and I could use some answers to help me with the findings. I have done a bit of secondary research, but I'd love some insight from different online users (to add to my quantitative sources).

Basically, I'd like to know how many of you use Social Media as a way to receive customer service/support from a company. Also, do you wish that companies you interact with would provide more customer service through their social media channels? Does this help you feel more engaged with said company? If you do, would you please provide some brief examples (if you have them) of this.

Thanks in advance for your help. I really appreciate it!