Hello,
Over the past few months, one of the most common complaints from OPs, if not the most frequent one, is how to contact Public Mobile by mail and by phone.
Unfortunately, as things stand now, OPs need to be given detailed instructions or hyperlinks to access the Contact Us page.
Every website that I have visited, except PM's, has a Contact Us link or tab. Upon clicking one or the other, I have encountered either a web form to be completed and submitted, or a web page with at least the email address displayed.
In Public Mobile's case, when Contact Us on the homepage is clicked, the visitor is brought to the first of 2 Contact Us pages. Aside from Email Away on that page, which is towards the end, there is no content on that page that a visitor would find on a normal Contact Us page. The unfamiliarity, combined with lack of email address or web form, inevitably leads to a negative user experience. Since first impressions tend to be lasting impressions, I'm certain that PM has lost business due to the above.
To reach the real Contact Us page, which is the second of two identically-named pages, one has to click Email Away.
My solution to the above is simple: Ensure that the Contact Us link on the home page directly leads to the second Contact Us page, that is, the one with radio buttons.
As far as the content on the first Contact Us page is concerned, either create a FAQ page, and/or have links on the second Contact Us page leading to what is on the first Contact Us page.
Further, on the second Contact Us page, I would provide the *611 and 1-855-4PUBLIC numbers. I would explain that the preceding numbers are available only to those who signed up before January 27, 2015, and that all others had to communicate with PM by webmail only. Lastly, even though the web form states that mail was successfully sent, I would incorporate an auto-responder, acknowledging the date and time of the webmail, plus a ticket number for reference purposes.
Any and all constructive criticisms and suggestions are welcome.
Thanks in advance!
