Hi All, I’m new to this community, nice to meet you all!
I have a question:
I have a contact us page on my site, and recently our analytics team has reported that a good percentage of users are clicking on the “contact us” link in the top navigation even though they are on the contact us page.
We had this issue before, but thought that maybe this was due to the fact that the page was titled "Customer Service"
So we updated the title, but the issue didn’t go away. In fact, the first thing you see on the page is “contact us” nice and prominent, and yet, 18% of visitors click on the Contact Us link up on top.
Additionally, after they come back to the page they immediately choose their method of communication (we have 3 available: call, email and FAQ) - the all choose Call option.
In your experience: what would be the best method to find out WHY they are clicking on this link? We are thinking a survey, but my gut is that it’s not going to give us much, as the audience who wants to call is not going to take its time to fill out a survey at the bottom of the page…
Looking for recommendations, and suggestions.