Digital Transformation pro-tip: Status pages
If people resort to social media to learn from others what they should have heard from you, then you are doing it wrong™.
Social media is great for interaction, but it is not ideal for support or triage. That should exist within your infrastructure so that you can control and manage it.
Let's assume that you already have support with email, phone, and chat. That is level 1.
A status page is "Level 0" - It is simply a public, prominent place on your home page and social media that tells everyone (customers, media, regulatory, etc) "this is the current status of our services / systems). We are aware of the issues, and here is what we will do to resolve it."
A status page is a running log of your SLA (You can also have private ones for big customers). It shows your uptime, downtime, and degraded services (those time when you were not 100%).
It seems counter-intuitive. You don't want to show the world that your company is fallible. But the truth is that this demonstrates accountability, professionalism, and commitment to the mission. Keeping all stakeholders updated to the status in critical times is key to stronger relationships, and a status page is low hanging fruit to do so.