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Number of emails vs phone calls?
Widestrides




msg:3259524
 10:59 pm on Feb 21, 2007 (gmt 0)

How many more emails do you get than phone calls?

I'm figuring 5 times as many people will email with a question rather than call, even if it is a toll free call.

What have you noticed?

Of course this will vary based on the type of website.

Thanks for any info you can share.

 

piatkow




msg:3259556
 11:34 pm on Feb 21, 2007 (gmt 0)

Can't quote figures but my gut feel is that it has changed over the last two years from people mostly going to the site to get the phone number to mostly emailing.

People also seem to be more net savvy and get the answers from the site rather than phoning me to ask a question that was answered on the same page as the contact details.

Widestrides




msg:3259694
 2:40 am on Feb 22, 2007 (gmt 0)

Obviously an ecommerce site will receive more phone calls than an informational site as folks may be ready to order over the phone. Mine is an informational site, so folks may not need an answer right away and will be more inclined to just send an email.

Thanks.

kneoteric_V




msg:3260128
 12:25 pm on Feb 22, 2007 (gmt 0)

On my website, the ratio of e-mail to telephonic request is 20:1. This is because once we are on the web, we are more comfortable in E-mailing than voice chatting!

Widestrides




msg:3260840
 10:31 pm on Feb 22, 2007 (gmt 0)

Wow! 20-1 emails. I thought maybe 5 or 10-1. But I don't have any way of verifying for my own site so I appreciate your input.

Any more samplings from anyone else?

kneoteric_V




msg:3262405
 6:17 am on Feb 24, 2007 (gmt 0)

I have another site themed 'online food ordering system'.
Here, the service request ratio is 2:1 for USA, 1:2 for UK, 5:1 for Australia, 3:1 for Canada and 10:1 overall.

Note:
The digits are converted into integers by rounding of its nearest integer.

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