Being Available – it’s all about the contact…

I was reading a great post the other day about how to write a great FAQ page – you can see the whole post here. One of the tips (number 6 actually) was about Being Available to your customers. The point in this case was put a link to your contact page if the customer (or potential customer) has a question that hasn’t been addressed by the FAQ page. And the complaint in this blogger’s case was companies who don’t put their contact details on their website.

And I totally agree. If you don’t put your contact details on your site then it screams “don’t trust us!”. Ok you might not want your address on your site if you work from home (like I do) but there are sites out there that provide products or services but do not have any way for their customers to contact them

I find this so annoying and frustrating especially when it is a business that provides an online service and the only way to get help is to go to their help section which never really does the job. There are many companies out there that seem to be saying “hey thanks for your business and here is what we think you will need to know when using our product or service but if it isn’t then tough”.

I spent hours on one particular online service provider’s site trying to find a phone number or an email and could I? I think you know the answer.

So what’s my point? Well there are two.

If you use your website as a place for your customers to find out more about you or manage the service they receive from you then it is crucial to make sure they can contact you as easily as possible.

The second, is not as well known maybe but just as important, you may not want your home address on your business website and that’s fair enough, but it is a legal requirement to have your full company details and registered address on your website. It doesn’t have to be on your contact page but it can go on your Website Terms of Use page. (If you don’t have one of those on your site, get one now!)

So make sure your contacts details are on your site and that when someone does get in touch you try to get back to them as soon as you can. Customers only stay customers if they feel valued, and that means they need to feel they are important enough for you to stay in touch with them and to let them get in touch with you.