Netflix Kills the “Contact Us” Page – Good Riddance!

July 30, 2010 at 9:12 AM Leave a comment

One element of the Internet that hasn’t evolved along with everything else is the Contact Us page. Usually it’s a static form asking for your information, and offering a text box for filling in the reason why you’re contacting the company.

Businesses should look at their website statistics to check how many people actually fill out these forms. It’s a negligible number. So we’ve got a problem:

  1. You can’t not have a way for someone to contact the company from the website
  2. The static Contact Us form is a lousy way to do it

Netflix gets it right. Their Contact Us page offers a series of options for why you’re contacting them. Need to report a shipping problem? Click “shipping” and you’ll see which titles you’ve ordered recently. Having trouble with the streaming service? Click “streaming” and an engaging, conversational interactive form appears to help you troubleshoot the problem and report it.

Granted Netflix has advantages because you’re logged into your account when you get to their page, allowing for tight integration with the Netflix CRM. But anyone can run with this idea.

Dump your static form. Engage your customers – show them you’re listening.

Advertisements

Entry filed under: Uncategorized. Tags: , , .

All Who Wander Are Not Lost Innovation and Policing

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Trackback this post  |  Subscribe to the comments via RSS Feed


Thompson Morrison

Thompson Morrison

About Thompson

As CEO of FUSE Insight, Thompson Morrison uses powerful new web interviewing technologies to help businesses better align their brand with the needs and aspirations of their customers. Learn more at www.fuseinsight.com

 

"The single most significant strategic strength that an organization can have is not a good strategic plan, but a commitment to strategic listening on the part of every member of the organization." -- Tom Peters

Subscribe

twitter

%d bloggers like this: