Like the other channels, you complete a web form with a request, and while doing it, you think to yourself that you're unlikely to get a response at all. Why do companies have web forms at all, if they don't fulfil requests?

So, what do we do make this a better experience?

• A better design of form to gather all the key information needed without being long and tortuous.
• An auto-answer Thank You to confirm that the request is being dealt with.
• Ideally, a follow-up eMail response to confirm who is dealing with the request and providing a point of contact.