Edwin - 1:37 pm on Oct 22, 2011 (gmt 0)
Call me crazy, but the way I apply the 80/20 rule to my online business is to provide no customer service. No contact phone or email on the site.
Interesting. We took our phone number off our domain sales site for a similar reason: our product is self-explanatory, automatically "sold" to prospects (they type in a domain name and see a message that it's for sale, with the price) and is a take-it-or-leave-it decision at that point.
Used to be that tyre kickers would call us up and berate us for selling our domains at prices they thought were "unfair", or try and sell us registrar services or their own "great" domain names, or get us to talk through how "this domain thing" works.
We can handle purchase requests within a few hours by email, and I've never had to pick up the phone to support actual clients. As far as I can tell, our sales rate went UP when we simplified to a short one-page lander with a simple message and an email address contact.