When people come to your website with questions, requests, or issues, they look for the quickest and easiest way to get in touch with your company.
Even with seemingly all the right channels of customer service available to customers–phone, email, social media, etc.–there’s still one channel that many small businesses don’t offer.
Phone calls are an important mode of contact for many businesses and customers, but other people primarily seek customer service online and rely on communication through the internet.
A contact form is a simple way to remove the barriers a user might have to getting in touch with your business. It could be what turns a warm lead into a loyal customer!
Quick Tip: If you’re already offering this channel of customer support on your website, live chat should be the next thing on your list. Offering users the chance to talk to a live representative right away instead of hours or days later is a smart choice for optimizing your user experience and generating leads with live chat.
Why Contact Forms Are a Great Customer Service Channel
1. They give you the opportunity to answer users’ questions that may lead to a sale. Having multiple channels of customer service is important, and a contact form is one way you can provide for users to get in touch with you quickly.
2. Information sent from a contact form is generally better encrypted and more secure than email messages. People may feel better about sending their email, address, full name, or other personal info knowing that it’s not easily accessible to hackers.
3. Website visitors enjoy the convenience of reaching you directly from your website. Instead of opening their email homepage to send an email or picking up the phone to call customer service, they simply enter their info into your contact form and click submit.
4. The messages will never accidentally be sent to the wrong email address, or to someone else that has access to the email address.
5. The messages visitors send don’t get lost in your Spam or Trash folders inadvertently when you use contact forms, ensuring you get every message you were intended to receive.
6. You can get a better, more organized sense of what the user needs from you by offering drop down menus with a required subject of the request, question, or comment (General, editorial, careers, etc.)
7. Contact forms allow users to contact you any time, 24/7 without requiring an immediate response. Since it’s a fast but not immediate form of communication, you have a little time to get to the message without actually having to be available 24 hours a day.
This article, The Channel of Customer Service Every Small Business Needs to Use, first appeared on www.thehostingnews.com.