Customer Support on the Web: Don't Call Us, We'll Call You
http://www.uxmatters.com/MT/archives/000234.php

Szuc, Daniel
UXmatters
2007

Abstract:

Sometimes, when a customer looks for contact information for Customer Support, it is hidden from view or buried beneath layers of menus. Some companies even deliberately hide their contact information, because they simply don't want customers to contact them. So, what factors should you consider if your goal is providing more optimal customer support on the Web?