Communication must be accessible and multi-channel
When a website visitor wants to get in touch, there must be a clear way at every stage of the customer journey as soon as the customer is ready for action.
It is advisable to design the communication channels so that the company providing the services can handle the communication as efficiently as possible.
Various contact channels include:
- Contact form
- Linking the phone number (great for mobile users!)
- Email link (mailto: firstname.lastname@example.org)
Example: You are designing a site for a roof renovation company that employs two people. Chat might not be the best way to get in touch, as the visitor usually expects immediate action when contacting the company via chat.
With these guidelines, you can build a smooth customer journey and improve your website’s conversions. It’s also worth remembering that practice makes perfect! It's a good idea to measure your site’s performance, for example, with Google Analytics or Hotjar. Website and customer journey development should always be based on factual data.
Remember that every designer always starts somewhere. As you gain experience, you will be able to intuitively think about a compelling customer journey right from the moment your customer talks about their needs for a website or a new idea comes up for digital content. Practice, measure, develop!
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