Here’s a great article from David Hamill at http://www.goodusability.co.uk/ on the value and importance of having clear and accurate contact details on your site:
http://www.goodusability.co.uk/2009/06/providing-contact-details/
The key points he makes are that
- It’s cheaper when customers use the website
- The public are getting wise to poor customer service
he also goes on to discuss the visibility and positioning of contact numbers, email addresses and suchlike.
Me makes a number of very sensible points and large companies would do well to heed his advice.
Original article: http://www.goodusability.co.uk/2009/06/providing-contact-details/