Be specific about the waiting time and the method of communication

If users select a method implying communication — for example, phone call, chat, or email — make it clear how the process goes. There's nothing worse than clicking the button that says "Contact us" and finding yourself in an unexpected video call.

Offer the response time estimate and say what information users will need to provide. Most often, it's their name, email, what their issue is, etc. If communications are recorded (like phone calls), inform users about the reason for doing so in advance.