And why this is a bad idea.
We have all had this experience. You want to buy a product or service from a company, or have already purchased something. Then when you need help or want to ask them a question, it is difficult to find out how to contact them. You look on their website and after much clicking and searching, you find the only option is to contact them by email. So you send them an email and wait.
So why don’t more companies offer a phone number and Live Chat and place them prominently on the home page of their website? The good news is that more companies than ever are now offering Live Chat and have contact phone numbers as well. But there are currently many that do not. I can only surmise that these companies think the cost of having people answering the phone and Live Chat is too prohibitive. But think about the cost of not giving your customers a more immediate way of contacting you? A customer only wants to speak or chat with you because:-
a) they want to buy something and have a question, or
b) they have already bought something and have an issue or problem.
Of course you want to speak to customers that want to buy something to try and get the sale over the line. And why on earth would you avoid a customer that has already purchased and needs your help?
There are ways you can offer phone numbers and Live Chat without costs ballooning out. Also the long term benefit to your business will well outweigh the cost. A business with a phone number and Live Chat is not just a faceless beast. It gives customers confidence in the brand and makes them much more likely to purchase.
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