Social Media Working for Customer Service

Seen evidence of this recently, but it is typically at the touch of our fingertips these days.

Social Media not Working for Customers Service?
Despite promises to eliminate long waits on hold and speed consumers to empowered associates, the use of social media to handle customer service issues remains stubbornly ineffective for most retailers. How optimistic are you that social media will ultimately develop into an effective customer service tool?  ...