How do you get users to talk to you?

Birgitta Rún
birgitta@jokula.is

Many firms have made it their conversion goal for their users to initiate contact, either through email, contact forms, chatbots or simply through the phone

Contact forms are a popular option among companies, but it is it popular among users? Companies believe that they are a good method to gather information about the user, establish communication and keep him on the page. 

But a study we conducted in 2018 showed that majority of users would rather use webmail or chat. 

Most users would either use chat or email to start communication.


E-mail was much more popular than contact forms.

Users do not trust contact forms because they were not sure their message had been sent or lost to the void.  Even when they received a confirmation e-mail they felt unclear whether that a real person would evere see them. They complained as well about  the experience of writing a message in an environment they felt unfamiliar in, with a strange font or in a small window. Their reaction to all of this was to simply not use contact forms.

E-mail was much more popular than forms of communication.

The user wants to talk to you, but on their terms.

Users who are used to email just want an email to copy or a link that opens up their old and familiar email client. others want chat bots or direct chat. So what's company to do?

The solution is to agree to the users terms. Users will find a communication method which works for them and the company must provide it.

Let the user know their message will be recieved by someone

If you've ever sent an email without ever gettin a response back you'll know why this is important. The user wants to know that their message is someone's responsibility 

Send a confirmation e-mail after the mail is received. But make sure to tell the user and assure him that the email will be read and responded to, and if not, give him a clear next step protocol to follow.

Encourage the user to contact you for a specific reason

Everybody knows how frustrating it can be to have to wade through strange questions from a chatbot or send a specific email to a general email addres.

Instead of asking the user about the business when he is trying to talk to you is better to encourage him to have a relationship out of a certain reason. Here goes to have a clear and simple "call to action“: 

" Talk to the chatbot if you want to know more.“
"Drop us a line if you want to know more about this service.“
"Inquire a about offers for your company.“

By specifying a distinct reason or action you remove ambiquity from the equation and enable the user to respond to a specifci call to action. The user will feel that he is contactin you for a specific reason and that he doesn't need to elaborate about it further.

Give the user a clear choice 

Use all contacting methods and give the user the chance to use them. 

Invite users to send an email, call, talk to chatbots or a human being, send a message on Facebook, Twitter and even through contact forms. Give each method a space and weight and inform the user about how different means of communication will be handled  and where to contact for specific queries.

Tell him where he should send complaints, compliments, questions, offer inquiuries and so forth. Let the user know  how and where he should contact you and communication will be much easier.


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Birgitta Rún
birgitta@jokula.is

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