Question for present web site owners

rwskate · #1 (**permalink**) 12-22-2007, 08:32 PM

I'm not sure if this question has ever been asked or not, but I was wondering if it would be a good idea to include a phone number in case someone wanted to contact you. I'm asking this for two reasons. The website I've decided to build (right now) is one on computers, troubleshooting, data recovery info, etc. and I was wondering if I included a 'contact me' link, should that include a phone number or should I just have my email address as a contact.

I guess the main thing is since I want traffic driven to my website, I guess it would make sense to just have an email address, right?

What do you think? Of course, now I'm thinking if I included a phone number (not my home of course) I'd get all sorts of phone calls and I may be opening up a can of worms-

I'm curious to hear from other folks who have their sites up and running.

Thanks in advance,

Renee

ssmorgan · #2 (**permalink**) 12-22-2007, 11:40 PM

Hi Renee,

The first question I have is what kind of service are you offering at your website? Free troubleshooting? Will you have rates per hour or per job? or Will you refer your website visitors to related merchants (that you're an affiliate with)?

If you want to charge for your troubleshooting/repair services, then it is probably worth it to include a phone number for a free consultation session... that way they will get to see for themselves that you know what you're doing, and then if they need something else, or a more complicated job, they will come back to you.

Anyway, to address your original question:

I have included a phone number on one of my websites. I have never received spammy calls/messages. Most of the phone calls I have received are generally to establish a business relationship.

In my opinion, it may not be a bad idea to include a phone number as a "support hotline". If I were in distress about my computer, I would lean toward a website/someone I can call and speak with instead of emailing someone and keep checking my email obsessively.

Alternatively, instead of a phone, you can do live online support through AIM, MSN, Yahoo messengers... or you can even install your own chat room on your own website.

Hope this helps.

Sherif

lisa · #3 (**permalink**) 12-22-2007, 11:59 PM

Hi Renee

I have thought of getting a business line to have some sort of support line at an hourly rate. I get a TON of requests for consultation and phone help. When you have a site that requires training, support, troubleshooting, etc. I agree many people value the phone. I've been told many times by people that they'd rather speak on the phone rather than email.

Plus if you begin to make money, it's a tax write-off. It's actually not a bad idea for the type of site you're referring to.

marketingmama · #4 (**permalink**) 12-23-2007, 02:00 AM

Absolutely. It's more professional and personal to add a phone number. I have a whole bunch of contact methods on my contact page for anyone who needs help.

You could also add skype and ICQ.

Sheree

alpha7 · #5 (**permalink**) 12-23-2007, 02:29 AM

On the other hand, many of Lisa's visitors can get answers to their questions from her web sites. Your visitors, on the other hand, will be looking for you unless you have a very large FAQ page. Even then, your phone number may draw them like a moth to a flame. With questions coming from all time zones (hopefully), you may not be able to give the phone support your customers will want.

Hope you don't mind me playing the devil's advocate here

Maybe a voice mail service would be better. If you put it on your site as voice mail, your visitors may not expect you to answer.

Rob · #6 (**permalink**) 12-23-2007, 04:27 PM

I cant say i agree with Alpha on the voice mail service as i find if there speaking to a robot it will kill your credibility. What you could do is provide an interactive FAQ on your site where your speaking to answer questions. Stick with the old fashioned email or msn + skype etc.

webdev · #7 (**permalink**) 12-23-2007, 08:00 PM

Well, i don't know how safe it is to include your phone number on the site. Soon after I included my email on my site i started receiving junk/spam mails. Thanks to gmail spam technology, all the genuine emails come my inbox and all the spam emails go to junk.

So, its a question of do you feel safe to include your phone number. Remember you will be getting traffic from all over the world. So, is it safe to expose your phone number to the public? Unless, you decide to advertise your site/business locally through adword, then i would it is safe. I hope i didn't confuse your further. I would say you can experiment and see how it goes.

augenauf · #8 (**permalink**) 12-24-2007, 11:32 PM

I'd give a cell phone number, something that you can shut off. xDDD Plus, if you set up a phone in a different state, the area code won't be telling.

Then state hours it's okay to call and hours it's not okay to call, obviously. I think you should be fine.

alpha7 · #9 (**permalink**) 12-26-2007, 04:35 PM

Quote:

Originally Posted by Rob

I cant say i agree with Alpha on the voice mail service as i find if there speaking to a robot it will kill your credibility. What you could do is provide an interactive FAQ on your site where your speaking to answer questions.

I guess my question is, who will answer these questions while you are asleep? Being a local guy is different from being a national/global guy on the web. With an answering service, he could answer during certain hours of the day and take messages when you are not able. I don't really like the message approach much either, but that's all I got.

augenauf's reply makes that best sense to me.

techMonster · #10 (**permalink**) 12-28-2007, 12:01 PM

I feel its better to give phone numbers if you are sure that you will be able to attend your calls most of the time. If I'm calling someone for support service and my call is not answered then I may not call them again. Well, this is my personal opinion.

marketingmama · #11 (**permalink**) 12-28-2007, 03:20 PM

I get a few spam emails myself but I think it's the price you pay. I just ignore them and they usually go away.

As far as the phone calls, I get some phone calls and I haven't had any problems. With a cell phone, like someone said, you can turn it off. If they really need to speak with you, they'll leave a voice mail.

I have yet to get any calls at ridiculous times either. I just think that it looks professional to have a number. People like to know that there's a real person behind the business and you're not just hiding behind a website.

Sheree

awamable · #12 (**permalink**) 12-31-2007, 02:47 AM

I personally use evoice.com for my messages from any potential customers. For $4.95 a month you get an 800 number or a local number. This way you can screen your calls through your email address and not worry about strange calls. Hope this helps. I ad my 800 number to all my articles as well as my email vacation responder in gmail.

lisa · #13 (**permalink**) 12-31-2007, 11:58 AM

Quote:

Originally Posted by awamable

I personally use evoice.com for my messages from any potential customers. For $4.95 a month you get an 800 number or a local number. This way you can screen your calls through your email address and not worry about strange calls. Hope this helps. I ad my 800 number to all my articles as well as my email vacation responder in gmail.

Never heard of them and what a great idea. I may have to look into this.

rwskate · #14 (**permalink**) 01-02-2008, 03:21 PM

As far as answering questions when I'm asleep.....there are a certain amount of working hours in a day...lol....this will not a 24/7 thing. I would respond to the individual within 24 hours. I think that's reasonable depending on what their issue is.

Renee

matillot · #15 (**permalink**) 01-31-2008, 01:35 PM

I have used a 'follow me' phone number when I have business cards printed or put my phone number on websites.

You get a local or 800 number that customers call and it immediately transfers the call to any phone you want. This way, customers are not forced to leave a message. I usually have it sent to my cell number, but it is programmable as to: which phone number at what-time-of-day for which-day-of-the-week. You can setup exceptions on the fly.

It has voice mail if you do not answer and sends an email notification if you have a message. Used it for years and it is great for having a business number but only using a cell phone account.

I answer my cell phone with the business name if my caller id does not find them in my personal phone book. Easy!

I got mine at AccessLine. Kinda expensive at $18.95/mo but works great if you are on the move (I have a cleaning business - not in the office much).

F.Y.I.- my first post here. Great Site!

WB Sponsors