When you're browsing a website and you need more information on something, what's the first thing you look for?
Very often, you have to dig around in navbars and footers for a phone number or an email address. In some cases, it feels like you need to be Sherlock Holmes to find it and it becomes very frustrating! In fact, if I struggle to find it within a minute or 2, I'll just leave.
For me, the first thing I look for is an Online Chat. If they don't have that, I will look for an email address or an online contact form and failing that, a phone number. I'm not a fan of talking on the phone, especially if I have a simple question about something and I'm not alone. For people aged 54 and below, the majority of people would prefer to use text over voice as a form of communication on a mobile device so it's no wonder that messaging apps such as WhatsApp and Facebook Messenger have become so popular.
Very often, you have to dig around in navbars and footers for a phone number or an email address. In some cases, it feels like you need to be Sherlock Holmes to find it and it becomes very frustrating! In fact, if I struggle to find it within a minute or 2, I'll just leave.
For me, the first thing I look for is an Online Chat. If they don't have that, I will look for an email address or an online contact form and failing that, a phone number. I'm not a fan of talking on the phone, especially if I have a simple question about something and I'm not alone. For people aged 54 and below, the majority of people would prefer to use text over voice as a form of communication on a mobile device so it's no wonder that messaging apps such as WhatsApp and Facebook Messenger have become so popular.
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