Monday, 2 November 2015

No telephone number on your website?

Looks like you will be losing business then... 

I recently undertook some personal research to see whether having a phone number on your website was necessary anymore. What I found out: having a telephone number is actually quite crucial. 
But what about communication over email or social? Well, it would seem that most customers don't want to be pushed into a channel. They want options. Even if they take the 'e' route or submit an online form, having a telephone number on your site instills an initial sense of trust like no other route of communication can. It's direct and actually allows you to reinforce a relationship. How many of you have waited ages to get a reply from a form submission? And once you get a reply, how personable is it in reality? 
I don't deny that there are major brands out there that don't advertise a contact number don't necessarily alienate their customers. BUT these companies, such as ASOS, have a huge number of staff dedicated to returning complaint emails and tweets instantly. And I mean INSTANTLY. Can your company really deliver that level of service?
Further, what number you have really matters. Many customers feel a sense of warmth if you provide them with a freephone number (or at the very least a UK local number), rather than a premium number which seems to get their back up - especially if they are calling with a problem. Advertising with a mobile lacks gravitas. 
Customers also like to see your number clearly at the top every page or at the very least at the top of the homepage. If you hide the contact us page at the bottom it can seem a little unfriendly.
Think you need a telephone number for your website tout suite? Call me to talk about affordable telephone number options that can point to your existing mobile or landline: 0207 458 4456 

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