More firms have turned to Twitter to assist clients to resolve their problems on time. American Express utilizes the internet to head off issues posted online.

"We have a very involved program, so there  is a ton of technology that is present today, which allows us to catch the key phrases, 'American Express,' or be it 'Amex,'  or 'Card,' or 'green card,' 'gold card,' that gets pinged to us," said Leslie Berland, American Express V.P. of social media .

Posting a problem on the net could give clients a faster and maybe much more satisfying result. "It's more than service, it's actually marketing and public relations," Berland said. "And I believe in today's environment, firms no longer own their brands; the people do." Many firms have setup pages on Facebook, to offer unique deals for their clients.