WordPress Contact Form

ContactUsPlus plug-in for WordPress is now available.

Add a contact form and live chat to any blog or web-site.

http://wordpress.org/extend/plugins/contactusplus/

For more information:

http://www.contactusplus.com/wordpress-contact-form.jsp

ContactUsPlus on CrunchBase

Find the ContactUsPlus profile on CrunchBase:

http://www.crunchbase.com/company/contactusplus

ContactUsPlus Review on KillerStartups

Read the review of ContactUsPlus by KillerStartups:

http://www.killerstartups.com/Web-App-Tools/contactusplus-com-do-more-with-contact-forms

Twitter search for waiting customers

I knew there was a problem with customers not receiving responses when they contact organizations through their web-sites. I read the research. I’ve quoted it here.

But it wasn’t until I performed a simple Twitter search for the words “customer service no response” that I realised the scale of the problem.

http://bit.ly/bzxF4p

What I saw was amazing. A live feed of frustrated customers around the globe – all of whom have contacted organizations and are still waiting for responses – and, worse than that, they’re telling the world. Woe betide the organizations that feature on this list…

7 ideas for your web site contact form

1. Capture the right information. Email, name, phone number, anything else you may need for future marketing.

2. Determine the nature of the query. Is this a sales lead? Is this an existing customer in need of support? Include a field (such as ‘Type of Query’) that will allow you to route the completed form automatically to the right person in your organization.

3. Auto respond, or find another way to assure the customer that someone will respond soon.

4. For sales queries, automatically create a lead in your customer database, CRM, email marketing software etc. For customer support queries, automatically create a case in your help desk software, CRM etc.

5. Set up a ‘reminder’ and reporting, so that you always know how many queries have NOT been responded to, and how long people have been waiting. Remember, research shows that almost 40% of customer queries through web go unanswered! If you don’t answer promptly, your likely to lose customers.

6. If you can respond immediately, respond with live chat.

7. Use a contact form with a history function. Allow your customers to easily view their previous interactions with your organization. This will reassure them that you’ve got all their messages, and understand their ‘journey’.

 

Free Contact Form

ContactUsPlus.com is now offering a free customer contact form.

Simply sign up, and add a line of HTML code to your web site.

Back to Basics

There’s a lot of activity around social network marketing, and making contact with your customers through Twitter and Facebook.

But how many companies respond to all their customer’s emails? Look at the basics.

There’s little point in investing in multiple channels and firing in all directions when you haven’t got your most basic forms of contact in order.