Hard disagree on the 2nd point. It seems that needing to reach out to social media to get normal business processes to work has become the default.

Now I need to actively be registered on N social media sites and harass the company in question until such time as they bother to respond, instead of having just had to connect with the company and directly resolve the issue.

"We need to use it more" doesn't mean we should have to use it more, just that's the most effective avenue we do have left.