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I don't have any numbers unfortunately. I tried googling it and all I found were form providers telling you why you should use forms - somewhat biased.
However, as a general rule of UX, you want to make contact as easy as possible, and you don't want users to leave your site.
I've typically found contact forms (when presented well, and without uneccessary barriers to entry) work better than other forms of contact.
I always present users with at least 2 options, so I never force them into one route.
Personal: contact form and email.
Business : contact form, email, telephone, sometimes a chatbot too.
I can't help you on form being broken for months. Maybe add some tests to make sure it's up and running more regularly than you would manually test it.
http://perpetual.education is a design/programming school. We like to be part of the discussion over here at Dev.to / We have time-slots for free conversations for career advice IRL : )
RE: broken form - we didn't build it. It was just something that was happening around the time we started working with them. The point being - that an email address can't really break - (but we've seen that too with people fiddling with the DNS and stuff!) (at least you'll get a message about the failure as a sender)
So many times there's a form - and you write up your thoughtful message, hit send - and then the page just goes "clunk" - and you wonder - if anyone ever got it.
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I don't have any numbers unfortunately. I tried googling it and all I found were form providers telling you why you should use forms - somewhat biased.
However, as a general rule of UX, you want to make contact as easy as possible, and you don't want users to leave your site.
I've typically found contact forms (when presented well, and without uneccessary barriers to entry) work better than other forms of contact.
I always present users with at least 2 options, so I never force them into one route.
Personal: contact form and email.
Business : contact form, email, telephone, sometimes a chatbot too.
I can't help you on form being broken for months. Maybe add some tests to make sure it's up and running more regularly than you would manually test it.
RE: broken form - we didn't build it. It was just something that was happening around the time we started working with them. The point being - that an email address can't really break - (but we've seen that too with people fiddling with the DNS and stuff!) (at least you'll get a message about the failure as a sender)
So many times there's a form - and you write up your thoughtful message, hit send - and then the page just goes "clunk" - and you wonder - if anyone ever got it.