The hidden potential of Contact features

I would like to focus on a subtle but powerful feature that is often overlooked in corporate dashboards and analytical reports : The contact feature.

Why include this feature in your data products?

We've all experienced it: we've browsed the audio aisle looking for headphones, asked lots of questions and then stumbled across an unstaffed aisle.

The absence of immediate advice is a source of frustration and potentially poor purchasing decisions. 

This scenario also applies to data products. In the many audits I've conducted over the years, I've found that the presence of a Contact feature in dashboards and analysis report rarely exceeds 5% of a company's total data products.

This is one of the reasons why users abandon the use of data so quickly. They don't feel heard. 

How does the contact feature benefit users?

1. Users can ask simple questions about developer choices, chart understanding, or the data.
2. In cases of bugs, emergencies, or missing data, users can quickly address issues with developers.
3. The feature allows users to request improvements by contacting a designated team.
4. Users can learn about the dashboard development process and gain inspiration for new products.

All tools quoted in this visual could be replaced by the tool you're using in your company.

Potential pitfalls to avoid:

1. Avoid creating a contact button that redirects the user to an individual's e-mail address. This minimizes the risks associated with turnover and ensures lasting support for users.
2. Avoid redirecting users to a generic helpdesk page, which will only increase frustration.
3. Having a contact feature that redirect to unrelated team or people.

It is essential to establish a flexible process that remains unaffected by staff turnover.

I hope you learn something today.
Feel free to send your thoughts.

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