Genesys Research Finds Big Businesses Shy Over Social CRM

Research conducted by Genesys, a provider of 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 Web sites. 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 profiles on their "Contact Us" pages. 

The research also found that corporations suffer from email aversion, with nearly nine out of 10 (89 percent)  failing to list email addresses on their contact pages.  Instead, 83 percent of companies include contact forms, often off-putting to consumers and seen as a "black-hole."

Furthermore, 13 percent of companies do not list phone numbers on their "Contact Us" pages.

"These findings are an indication that social media is still a very new phenomenon," explained Tom Eggemeier, head of global sales at Genesys, in a statement. "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."

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