They employ humans in support - behind firewalls like follower counts.
If Neil deGrasse Tyson gets locked out of his Instagram, you can be damn well sure someone answers his support request.
If you or I, in two to four digit follower counts, have an issue? We can get fucked.
Damn near most companies do this with the social media PR teams, too. Any tags/mentions, messages, etc are filtered through software that decides how much cloud you have and thus how worthy of attention you are. Delta loses your guitar and you've got 100 followers? Nobody in the social media team is likely to even see it. Someone with 5000 followers, and a post about it gets a couple hundred likes/retweets? American is going to fall over themselves to make it right.
That's the great lie about social media - that you can use it to draw attention to a problem you're having. Unless you've cultivated a large enough following, you'll be completely ignored.
If Neil deGrasse Tyson gets locked out of his Instagram, you can be damn well sure someone answers his support request.
If you or I, in two to four digit follower counts, have an issue? We can get fucked.
Damn near most companies do this with the social media PR teams, too. Any tags/mentions, messages, etc are filtered through software that decides how much cloud you have and thus how worthy of attention you are. Delta loses your guitar and you've got 100 followers? Nobody in the social media team is likely to even see it. Someone with 5000 followers, and a post about it gets a couple hundred likes/retweets? American is going to fall over themselves to make it right.
That's the great lie about social media - that you can use it to draw attention to a problem you're having. Unless you've cultivated a large enough following, you'll be completely ignored.