An article in the Los Angeles TImes reports that In a sampling of eight prominent websites, only one had a customer service phone number on its home page. Two of them had no phone numbers listed, and others charged for the privilege of speaking to a real human. (Customer support phone numbers can be tough to find, April 27, 2008, http://www.latimes.com/business/la-fi-consumer27apr27,1,546214.story)
Wow. Talk about a failure to meet basic standards for customer service!
Yes, connecting with customers on-line and by e-mail can be terrific, but never lose sight of the customer service basics. Some people will still want to use the phone and connect with another human. Make your complete phone number-including area code-easy to find at your website.
Others will want to write you a letter so be sure a complete mailing address is available at your website as well.