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Big Companies Aren't Using Social Media For Customer Service
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New research from customer service company Genesys finds that when it comes to reaching out to their customers online, over half of consumer-facing Fortune 500 companies are “socially shy.” On the contact pages of their website, more than half of these companies don’t provide their Twitter handle or a link to their Facebook pages. And 27 percent don’t provide links to their Twitter or Facebook profiles anywhere on their websites at all.
“This is a classic example of where consumer behavior is changing much faster than companies are adapting,” Tom Eggemeier, Head of Sales at Genesys told me in an interview earlier this week. “Companies are still seeing social media through the lens of marketing, not as part of an overall brand execution strategy.”
Read the entire Forbes article
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