Big_Balou - 11:03 pm on Aug 16, 2002 (gmt 0)
I come from a customer service background and one of the most important things I learned is that people want to know that they can get in touch with a real person should they have to. In fact the majority of calls I have gotten from my commerce site have been people with either special needs or just checking to see if they could get a real person on the line. Upward of 90% of these calls convert to sales. I have to echo what other people have said that if you are selling something a phone number, local or toll free, is a must.