Pros and cons of contact forms vs email addresses

Forms

5 Pros

  1. Better data capture therefore easier processing for organisation – saves time and money
  2. Better data storage therefore better for CRM
  3. Browser autofill makes it easier for the user to complete
  4. Better conversation tracking from website – i.e. can tell which pages are converting/lead generation
  5. Can accommodate multiple contact list – i.e. not just mail out to one address, email routing

A Con

Spam which will require captcha forms/similar* to vet out

Email

A ‘sort of’ Pro

Have a record of comms, however since we are capturing the users email address we can send them a copy when they submit the form so not really a problem.

6  Cons

  1. Can’t ensure we have all the information we need to respond back
  2. Makes the sales cycle even longer due to back and forth due to lack of any data capture form
  3. No database to interrogate to create customer profiles and segments
  4. If Mail To is used then takes user off page to launch email client which additionally may require log in
  5. If only web address provided then user has to copy paste and open their mail client to contact you
  6. Exposed email address i.e. shown onsite are often harvested and sold which leads to spam coming into the organisation
References

http://mrwweb.com/email-address-contact-form-debate/

http://ux.stackexchange.com/questions/6959/contact-form-or-mailto-link

http://www.takeflyte.com/flyte/2011/03/contact-form-vs-email-link-which-is-better.html

http://www.smallbusinessbrief.com/forum/showthread.php?t=10937

Captcha Alternatives

https://econsultancy.com/blog/63144-six-alternatives-to-using-the-dreaded-captcha-images#i.y1yzh7fcydffr5

http://www.usertesting.com/blog/2014/04/09/think-your-site-needs-captcha-try-these-user-friendly-alternatives/

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