Asking how customers heard about you will lose you conversions and the data you gather is probably inaccurate. In this post David Hamill explains why you should avoid asking people how they heard about you on your web forms.

Continue reading When “How did you hear about us?” is a dangerous question

James Tanner summarises how to implement self–service and how it can reduce contact handling staff costs by up to 50%. It can also improve customer satisfaction and loyalty.

Continue reading How to reduce contact handling staff costs by up to 50% during the downturn

Social media and open source software offer a glimpse of a world where consumers create and share knowledge to provide customer service.

Continue reading Will automated knowledge and social networks kill or cure customer service?

Ease-of-contact is a vital part of the online experience and can directly affect sales and costs. Usability expert David Hamill discusses some good and bad practices and suggests how the humble contact form should be designed.

Continue reading Customer contact forms: making it easy for customers to contact you

Does online have to mean on-your-own or can it offer a sense of community and personal service?

Continue reading Meeting your customers through social media