It is this type of mind-numbing mistake that can be
caught by one internal person actually testing the process.
Provide confirmation: Actually, provide two forms of confirmation. First, when the
user submits the form, immediately return a message on the same screen to confirm
it went through; second, have an automated e-mail sent to their address letting
the subject know the e-mail was successfully received with an estimated time
of response. Reassure the customer that the company is listening and intends to
respond (see the next point).
Respond: There are few things more frustrating for a customer than sending a long,
detailed question only to have it completely ignored, so make sure someone is listening
on the business end. An auto-generated confirmation of delivery is a good
first step, but unless a human being actually addresses the query, everything else is
irrelevant.
Remember that contact forms in the support area will be used when people need help, so
there is no point in complicating the process. Streamlining the form itself, plus confirming
that the message was received, will reduce the chance for errors, build confidence in the
user that you know what you??™re doing, and help get their question answered faster.
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