Why being easy to contact matters for your business

Business name
Business Victoria
Last updated date
16 Jul 2026

When customers want to contact your business, they expect to find the information they need quickly and easily. Being easy to reach can make the difference between gaining a customer and losing one.

Providing accurate information and responding to enquiries quickly can help you attract and retain customers.

If they find it difficult to contact your business, they may choose a competitor instead.

Here are 5 ways to make it easier for customers to reach your business and stay connected.

A man in a warehouse on the phone while using a laptop.

1. Check that your business hours are accurate everywhere

Don’t lose customers just because your opening hours are wrong.

A big frustration for customers is arriving at a business only to find it closed. If they are local to you, they might return but if someone has made the trip from several suburbs away, you could be saying goodbye to their business.

If your business hours change, either permanently or temporarily, keeping them up to date helps build customer trust.

Remember to update your:

  • website
  • Google Business Profile
  • social media accounts
  • online directories
  • email signatures
  • voicemail messages.

2. Make it easier for customers to contact you online

Even though customers always have their phones handy, calling a business isn’t their first instinct anymore. Customers now expect to be able to contact you online, so getting the basics right is a great start to staying connected.

Consider offering multiple contact options:

  • a website contact form
  • an enquiries or info email address – with automatic replies for after hours
  • direct messaging through social media
  • online bookings
  • live chat functionality.

Offering more than one communication channel helps customers choose the option that suits them best.

Remember to build in a process for monitoring your online contact points. Don’t miss an opportunity that might be waiting in your inbox or DMs.

3. Set clear expectations for response times

If you’re busy, let customers know when you’ll get back to them. Clear expectations build trust, and trust keeps customers coming back. You can set clear expectations by having:

  • automatic email and social media replies
  • voicemail greetings with expected call back times
  • contact forms with response times.

Setting expectations is only half of the task. Following through on your response time is the key to building trust.

4. Provide updates in real time.

Your communication channels, including social media, Google Business Profile and your website, are a great way to keep customers updated in real time. Consider posting:

  • changes to trading hours
  • service updates
  • delivery information
  • seasonal promotions
  • frequently asked questions.

Regular updates reassure customers that your business is active and responsive. This can be critical for new customers looking to visit your business for the first time.

5. Make your business findable

A strong online presence can help customers locate your business quickly and reach you.

Review your digital presence and ensure it includes:

  • an up-to-date business description
  • current phone numbers and email addresses
  • your business address and directions
  • accurate product or service information
  • correct website links and booking forms
  • local search keywords (suburbs, street names or city)
  • correct social media handles.

Adding frequently asked questions (FAQs) to your website can also reduce enquiry volumes while helping customers find answers faster.

Stay connected with your customers

Being contactable is about more than answering the phone. It's about making it easy for customers to find information, reach your business and receive timely responses through the channels they prefer.

Take the opportunity to review your contact details, strengthen your online presence and streamline customer communications. Small changes can improve customer confidence, reduce missed opportunities and help your business remain accessible throughout the season.