What happens when a customer tries to contact you — and something goes wrong?
This is an example of how issues are identified when customers cannot reach a business. Each issue is tested in real-world conditions and includes the exact problem, impact, and how to fix it.
This is an example of how issues are identified when customers cannot reach a business. Each issue is tested in real-world conditions and includes the exact problem, impact, and how to fix it.
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Customer Contact Inspections
Customer Contact Inspection Report
Contact Reliability & Customer Reachability Assessment
ABC Plumbing Ltd.
Date: May 10, 2025
Prepared by: Robert West - Customer Contact Inspections
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Customer Contact Inspection
Issue Detail
✖ Phone Number Mismatch on Mobile
What’s Happening
The phone number in the link is different from the number displayed on the button text. Your phone number is displayed on a link button (604-555-5555) but when a customer taps on it the number displayed is different (778-555-1234).
Real-World Impact (Why This Matters)
Customers will see this phone number mismatch and think your website was hacked by a scam caller or that something is broken. Customers become fearful and distrusting and will rarely return.
Screenshots
Customer Flow (Where This Breaks)
1. Customer searches for service ✔
2. Customer opens your site ✔
3. Customer taps phone number ✔
4. Dialpad app opens with different phone number ✖
→ Customer is confused why the number is different so they leave and contact another business
How to Fix (Where This Breaks)
Update the phone numbers so the text and links all match:
<a href="tel:604-555-5555" class="avia-button [...]" style="background-color:#ee2738; [...] "><span class="avia_iconbox_title">CALL: 604-555-5555</span></a>
Ensure:
- Phone numbers match everywhere
- No formatting errors in the link
- Tested on mobile devices
How to Verify
Open the website on a mobile device → tap the phone number → confirm the phone dial opens with the same number.
This is just one issue.
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