Yes, it does. However with email you need to respond to all email you get individually leading to the much hated copy / paste replies with meaningless apologies and long reaction times. Something we all criticize here. Social media allow the company to react to customers who post on it with a common information request by providing this information for all to see (thus reducing the amount of individual inquiries). If appropriate they can chose to send a private communication if needed. They can even leave the more general inquiries to the collective wisdom of the other users, like here.