Seems like a lot of online companies now are straying away from the conventional contact us information on thier websites. How far down do we have to dig to get a link or some information about how to contact a company. Some sites don’t even include a phone number anymore.

There is a major degradation in the amount of direct customer service support on websites. Companies will create information rich FAQs in order to try and solve ever single problem that may go wrong with their site and/or product. But thats not enough… Most simple questions can be answered by an FAQ or some sort of knowledge base but hiding your contact information like Half.com for instance fustrates the user. Half has a tricky support section that sends you in circles untill you finally click on the right link only to find that you can only send an email.

Email is not enough for some people (me for instance) but continues to be one of the main lines of support for many companies. Not to mention your usually talking to someone in another country that has a low labor rate and knows a small amount of the english language.

This is one of the large problems with huge corporations that provide a service on the web. The disconnect that happens when a company is trying to save a buck and not hire a customer service team within their company. Its skimming off the top and in my view, just plain bad business.

I’m a firm beliver in a straight forward approach and a direct line to my customers. In todays web world exposing your ideas and business practices is good business… why are blogs so popular now… its information rich and informs people.

Keep your information viewable and stay in contact with your customers and your destined to succeed.

-Matthew Cassella

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