Consumers use a variety of channels for customer service, and while social media may be another option, some feel it takes too long to address issues and has limited functionality. Research from Boston Consulting Group revealed that among the 65% of internet users worldwide who never use social media for customer service, one-third says it is because it takes too long to address issues. Additionally, 32% of internet users worldwide said that using social media for customer service provides limited functionality and 30% said it is no feasible for complex tasks. When it comes to customer service, many consumers prefer traditional channels, like a phone, to communicate with a company. Find out more.