How do people usually contact companies?
Ideally, every person who tries to contact your company should come away thinking that they had a good customer service experience. They received the answers or information that they were looking for. It wasn’t frustrating, but went smoothly. They were able to contact the division of the company that they wanted. If this is the type of experience that they have, it can improve your online reviews and it can even create more conversions.
But how do you create that experience? One thing to consider is how customers themselves would prefer to get in touch with your company. By giving them multiple options, you make it easier for them to adhere to their personal preference and still find the information that they’re seeking.
What one study tells us
One study polled customers in 2021 and asked them what communication methods they would prefer to use if they could choose anything they wanted. Here are the results:
- Calling on the phone: 45.5%
- Using a web form: 17.1%
- Writing an email message: 14.2%
- Sending a text message: 10.9%
- Using a live chat feature on the website: 7.0%
- Using an app like Facebook Messenger: 5.4%.
Phone calls are certainly the oldest method of communication on this list, and that probably accounts for some of their popularity. Younger generations may gravitate more toward social media profiles or text messaging. So it is important to understand exactly what your audience is and what they are looking for specifically.
A comprehensive experience
But the biggest thing to take away from this is that there are many different potential communication options, and there will always be a percentage of your customers or clients that prefer them. When creating your online contact page, your social media profiles and things of this nature, try to provide a comprehensive list of options.
For instance, a contact page may have a phone number, a web intake form and a live chat box, all on the same page. Instead of forcing customers to use a communication method that you’ve selected, you give them the option to use the method that they prefer the most. This helps the process go smoothly and lowers consumer frustration.
At Content Customs, we have years of experience designing websites, landing pages, contact pages, advertising campaigns and much more. Please get in touch with us if you have any questions about streamlining the user experience and getting more out of your online presence.
