Show methods of contact
According to research by the Nielsen Norman Group, the most common method of contacting customer service is by phone, followed by email, online chat, and social media.[1] However, not all issues require human contact, and many common problems can be resolved through a well-designed F.A.Q. section.
The order in which you display contact methods should consider not only user preferences but also your available resources. Providing a F.A.Q. section as the first option can be beneficial since it allows users to find answers to their questions without waiting for a response.
Online chat and telephone support are ideal for specific, complex issues that require an immediate response. While these options may be more convenient for users, they can be challenging to support, particularly for smaller teams or businesses operating in different countries and time zones. You can prioritize these options by placing them lower on the list of contact methods.
Pro Tip: Make sure all contact options are visible and clearly indicate what they are. Some of the most frustrated users in the aforementioned study were those who needed to contact an organization and could not do so.
