olimits7 - 7:29 pm on Nov 29, 2011 (gmt 0)
Yes, these questions are answered on the website but like most customers I feel they never read anything that is listed on websites.
That is a good twist to add to my contact form. I think I've seen this used on other websites, and it can definitely help point customers to answers that are already listed on my site.
I do agree that usually the people that ask the most questions are the ones that end up being more of a pain, and usually don't even place an order. On the other hand, I have had repeat customers that never sent me a single email but keep on returning for purchases.