Customer Experience News & Trends

What do customers prefer – your website or Facebook page?

What do customers prefer these days for online help – your website or your Facebook page? Researchers have the answer.

Turns out, they’ll seek out the the old fashion website over a Facebook page, a recent Incyte Group survey found. About 90% of customers will go straight to a company’s website to research products, information and help before looking for it on Facebook – or looking there at all.

Customers turn to Facebook to get quick information and hear what other customers have to say, the study found. But they prefer company websites for the most thorough, reliable information and help.

This research suggests customers still view Facebook as a smaller, even fun, part of doing business. Websites are taken more seriously – and need more attention from agents and the contact center.


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