Genesys Research Finds Big Business Still Uneasy with Customer Service Conversations Over Social Media
DALY CITY, Calif. – Aug 23, 2012 –Research conducted by Genesys, an expert in customer experience solutions, found that many consumer-facing Fortune 500 companies shy away from listing social media as a means for customers to contact them. More than half (55 percent) of consumer-facing Fortune 500 businesses do not provide their Twitter handles on the “Contact Us” page of their websites. Additionally, despite the fact that Facebook has 900 million users across the world; half of these businesses (51 percent) do not provide a link to their Facebook profile on the “Contact Us” page.
The research also uncovered that corporations suffer from e-mail aversion, with nine out of ten failing to list an e-mail address on their contact page. Instead, 83 percent of companies include a contact form, often off-putting to consumers and seen as a “black-hole.”
- More than half of consumer-facing Fortune 500 Corporations suffer from social shyness with 55 percent of consumer facing corporations failing to list a Twitter handle on their “Contact Us” page, and 51 percent failing to list a Facebook page.
- 27 percent of consumer-facing Fortune 500 corporations do not list social media channels on their website homepage.
- 89 percent of those same companies do not list an e-mail address on their site.
- 13 percent of companies do not list a phone number on their “Contact Us” page.
The findings are based on Genesys analysis of consumer-facing Fortune 500 companies’ websites. Consumer-facing company websites were defined as those which a consumer would visit to obtain answers or assistance regarding a product or service.
“These findings are an indication that social media is still a very new phenomenon,” explained Tom Eggemeier, head of Global Sales at Genesys. “Many large consumer-facing companies are still struggling and not confident in their ability to deal with customer queries and complaints via social media. Consumer-facing companies need to resolve this disconnect by developing a customer service strategy that understands and integrates social media channels across every customer touch point.”