Posts tagged ‘contact forms’
Here’s a piece I did for Businessweek on how we’re still using those hoary old “contact us” pages.
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.
- You can’t not have a way for someone to contact the company from the website
- 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.