You are in the middle of a purchase, but before you add the product to your shopping basket and press the magic “pay” button – you still want to ask some important questions. So you try to make a phone call, but the search for a contact number takes too long. Once you have found the number, it turns out that the line is busy.
You try 1, 2, 3 times and still nothing. Eventually your patience runs out, you leave the shop and quickly start looking for the same product, but at a competitor.
If you are shop owner and you start to notice that your sales are falling – it is likely that your clients are facing the exact same issues.
So, instead of forcing them to make the calls “on their own” – make it easy for them and have it be you or your employees who call them.