This research aims to identify the informational sources consumers use and the most prevalent customer service interaction media, analyzing their relationships. Informational sources are categorized into in-person and social media contacts. Customer service interactions with companies include personalized interactions (talking to humans in-person or via brand’s social media accounts), self-service options such as FAQs on websites and bots, and purchasing exclusively from companies with online customer service. Data from the “Voice of the Consumer: Digital Survey” (2020–2024) across over 20 countries was analyzed using index numbers and partial least squares-structural equation modeling (PLS-SEM). The results indicate that in-person informational sources are more frequently utilized than social media interactions, with talking to a human being the most common customer service interaction. PLS-SEM analysis reveals the strongest total effect between “social media informational sources” and “buying from companies with only online customer service,” followed by “in-person informational sources” and personalized interactions. Additional significant effects include “social media informational sources” and the use of “self-service options and bots,” and “in-person informational sources” and the use of “self-service options and bots.” The relationships between “in-person informational sources” and “buying from companies with only online customer service” and “social media informational sources” and “personalized interactions” are not significant. Interestingly, celebrities and influencers on social media negatively influence social media informational sources, unlike family and friends. Finally, the theoretical and managerial contributions of this research are highlighted, along with the limitations and avenues for further research.