Downvoted because
*your* company may work that way (for now)
I can assure you, that the current trend is to actively discourage any communication which isn't via social media.
Now the cynic in me suspects this is because somebody who may (or may not) wear red braces has sashayed into HQ and pointed out that forcing customers to use social media to "contact us" is a cheap way of bumping up Googles search results.
Thanks to Twitter, I have one UK company admit to me that they pipe webform emails people composed on their website into /dev/null. They were forced to when I called them out on it, and got a request back for my details. When I pointed out they were in the email I sent them, they tried to wriggle out of it by saying how many they got etc. I replied with some suggested SQL to trawl my (frankly unique) name from their database, to which they replied they "hadn't got that data".
I suspect there's also some market research which suggests that 80% of complaints are abandoned if no reply is received.