Tim Bursch

If you need to find a business, do you call or look online? I look online.

I recently filled out two web forms. I waited a few days because it was the weekend and I wanted to at least give them the benefit of a doubt. Still waiting. No response.

So, why would you have a door to you company that no one answers? It is like having a phone with your voicemail not set-up. Please don’t put something out there unless you are going to cover it. Same could apply to Twitter or an email newsletter. Do you have a sign-up form, but only deliver content sporadically?

I know I don’t always call or email people back immediately. That’s not the point. The point is coverage. If you offer a customer a connection point, cover it.
Here are some ideas for consistent coverage:
-One person owns the online entrances
-Rotate the weekend coverage (we don’t want to wait two days or we’re going somewhere else)
-If you have an autoresponse, set realistic expectations and follow though

What would you add? How do you cover your connection points?

Image by: madmolecule

Tags: contacts, online, web.