Name the actual support channels in the footer, not a generic Contact Us
The footer's support block offers a real number to text and a Live Chat button, each naming the expected response time, instead of one generic Contact Us link.
What it is
The footer's "Need Help?" block carries two distinct, tappable buttons, a real phone number to text and a "Live Chat" button, each with its own one-line description of what to expect, instead of a single "Contact Us" link that leads to a form.
Why it works
A "Contact Us" link is a promise to eventually reach a person, but it does not say how long that will take or what happens after the click, so a shopper with a quick question has to gamble on a form before finding out. Naming the actual channel and setting the expectation right there, text us anytime and we will respond within 24 hours versus chat during business hours, lets the shopper pick the channel that matches how urgent their question actually is, and commit to it knowing what they are getting instead of discovering it after they have already clicked through.
How to test it
- Hypothesis
- Replacing a generic Contact Us link with named Text and Live Chat buttons in the footer will lift support-contact completion rate, because shoppers can pick the channel that matches their urgency instead of committing to a generic contact form first.
- Primary metric
- Support-contact completion rate (sessions that click a footer support option)
- Guardrail metric
- Average support ticket handling time, which could rise if text and chat route more low-urgency questions to live channels that a self-serve contact form would otherwise have deflected
Related ideas
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