Quick rant: If you have an email address or email contact form posted on your website, USE IT.
If I contact you online, don’t email me back with an automated message that says “Call us.” The reason I emailed you instead of calling in the first place was because I don’t want to navigate through all of the “Push 1 for…” options, account verifications (even though the live operator will just ask me for my account number again), and then just sit on hold for ten minutes.
True story: I contacted my bank a few months back through their website (a national chain – leaving the name off because this phenomenon is not exclusive to them). I had a simple question about submitting documentation electronically.
The next day I received an email from them informing me that I had a secure response awaiting me in my online banking inbox. I then logged in to their website, opened the message…
…And it gave me a phone number to call them.
Seriously, take advantage of the convenience of simply emailing me back. Even if it takes a day or two, you can get back to me on you own schedule and I won’t mind at all. You don’t have to worry about me sitting on hold for too long. It’s kind of a perfect option.