pageoneresults - 6:35 pm on Mar 26, 2007 (gmt 0)

Many phone calls are the fault of poor web design and junk ecommerce software.

Many are also the sign of the times. There is a whole generation out there that still likes to do business via telephone. I'll take an order from a business owner over the phone any day, any time. Its another method of generating revenue. Its all going to be industry and product/service specific too. You're surely not going to sit there and take orders for a $4.95 product over the phone. No, that doesn't work. ;)

Poor web design?

I'll agree and the smart merchant is the one who takes those calls and turns them into an opportunity to improve upon their web design. You cater to your audience.

There is also the flip side of the coin and that is where you do everything you can to cater to that audience and they still need guidance via telcon. For those types of sites, a phone number on every "primary" page is a must. Think Accessibility. ;)