A reassuring message on a website is only one part of the journey. The useful result is a customer enquiry reaching the right place, with enough information for somebody to answer it.
That is the little problem behind The Button That Lied. The screen looks pleased with itself. The inbox tells a different story.
Try the whole journey.
Choose the inbox or enquiry queue your business expects to use, and agree who should respond. Then send one clearly labelled test through your own website. Use a phone if that is how your customers usually find you.
The three checks.
It arrived in the intended place.
A “sent” message alone cannot establish this. Look at the actual destination.
Someone can act on it.
Are the customer’s question and the details needed for a reply present? Does the responsible person know the enquiry is theirs?
The reply works too.
Reply to the test and check it reaches the test sender. The journey includes the conversation after the form.
If a step fails, keep the observation precise: what you tried, where it stopped, and what you expected. That gives the person fixing it a useful starting point. After a change, walk the same journey again.
How we approach it at FieldOps.
We start with what a person is trying to do. A useful question can change an early idea: does the business need another notification, or does it first need a clear person responsible for answering?
We bring ideas, design and technical judgement together. We make the next step understandable, test it and explain what we have actually checked. A website should help a customer understand your business and begin a useful conversation.
Explore our business website service or see the work behind our approach.
Where do customers get stuck in your business?
Tell us what you want to improve. We’ll start with the part that needs to work better.
Start a conversation