While 68 percent of service providers think customers...

While 68 percent of service providers think customers use social media for customer service because they're unable to reach a service representative by phone, 50 percent of consumers use social media because they prefer that outlet, said research released Wednesday by Amdocs, which provides consumer care services for telecom carriers and ISPs (http://yhoo.it/S9gTIt). Companies aren’t responding to customers who reach out on social media, the survey found. Three quarters of those who reach out on social media never get a response. Amdocs commissioned Ovum to survey 100 global service provider executives and commissioned Coleman Parkes Research to survey 4,068 global customers in January.