August 2015 research from Nice Systems and the Boston Consulting Group (BCG) revealed that among the 65% of internet users worldwide who never use social media for customer service, a third said 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 not feasible for complex tasks. Other reasons that respondents said they don’t use social media for customer service was because there is no privacy, no click-to-call-option and because they cannot reach a successful resolution. Get the full story at eMarketer