أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
It's effective because it allows customers to communicate with the company in a channel that they prefer (no more IVR/Phone Tree for me, please); it makes the issue public so that the company is forced to respond and act (transparency = #winning!); and it allows the company to answer questions with a human style and build brand equity (bonus: and builds content for others to search and use for self-service.)
