Big businesses are not being very social with customers on social media. New research has found that more than half of Fortune 500 companies do not provide links to their social media profiles on their "Contact Us" page.
Overall, 55 percent of companies did not provide a link or mention of their Twitter handle on their Contact Us page while 51 percent of companies did not provide links to their Facebook page. The lack of contact information, however, is not limited simply to social media links. Eighty-nine percent of companies also did not list an email address on their website, while 13 percent of companies do not list a phone number on their Contact Us page.
In place of the above information, 83 percent of companies instead include a contact form on their website. Consumers, however, feel those forms are a "black hole," the research found.
"These findings are an indication that social media is still a very new phenomenon," explained Tom Eggemeier, head of global sales at Genesys, which conducted the research. "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."
The findings were based on an analysis of the websites of Fortune 500 companies. Genesys is a provider of customer service and contact center software.