Contact Forms...Yes/No?

[grimmylina]

Hi Everybody,

I was wondering if I could get some feedback from everyone. So I had all these contact forms on our website like these:

http://www.mercuryresort.com/contactus.html


You know like if someone had a question they could automatically just fill out the form. Now our company hired someone who only job is supposed to help us increase our Google ranking and he's starting to overstep his boundaries. Anyway, he created this "Trouble Ticket" system:

http://www.hotelshelley.com/helpdesk/


Now I think that's something that belongs on an IT site...not a hotel site. I mean maybe it's just me but I don't think people are even going to know what a "Trouble Ticket" is.

What do you guys think?

Thank you,

Allie

[TJ111]

Someone whose job is to increase your page rank that is "overstepping his boundaries" sounds like bad news to me. Remember that if you use black hat tactics in an effort to boost your page rank that your website can be removed from Google's database entirely (same with other search engines). I would keep a careful eye on him, several people who do this for a living use bad practices, which can help in the short term, but ultimately result in your removal from search results.

As far as the helpdesk system, I agree entirely with you. When I use one of those, I feel like I'm just getting inline with a bunch of outsourced IT people who have no idea whats going on. Customer service should feel like personal, helpful experience, not like your part of a cattle herd being pushed through some support system.

[grimmylina]

Thanks for your opinion..I know. We've been in a battle of wills ever since he began. That's why we've had to put a bunch of dumb things on our site like guestbooks (which no one has signed...a gallery of outdated photos, etc.).

That's what I think to...a ticket system is for a web hosting company, not a hotel.

[dtm32236]

I agree with your opinions on the ticket thing - that's nonsense to have. And it does feel like you're waiting on line.

As far as the form goes...
I don't mind forms at all - as long as they're simple.

On your form, there's no real reason to have the "Title" and "Suffix" fields. On my website, I don't even have Last Name. All I have is Name, Email, and Comments. It still works the same, and isn't annoying to fill out.

Just my opinion.

[blue-eye-labs]

I agree entirely, the ticket system is so annoying, it makes you feel like you will never get a personal reply...
I think contact forms are definitely the way forward, especially for a hotel site...