Websites are two-way, interactive communication systems. You communicate your company's marketing message to potential customers and make it easy for them to reciprocate by communicating with you. The better the communication, the more trust increases, and customers feel comfortable to do business with you.
Of course, on your contact page, include full contact information -- name, address, phone number, etc. I'm amazed at the number of sites that don't include any contact information, but still expect people to do business with them. Full contact information builds trust -- even if your customers never need to use it.

One key communication tool is the "Contact Us" response form. Such a form includes fields that ask for your visitor's name, contact information and question or comment. When the form is submitted, it sends an immediate e-mail to you as well as an e-mail assuring your customer that you'll be reading the message and responding soon. And you need to keep your word. Respond to your customers' e-mail promptly!

The poor man's response method is a mailto link (such as username@domain.com) that allows the customer to use his own e-mail program to send you an e-mail message. The problem with this approach is that you often don't get vital contact information from the customer, such as his phone number. With e-mail that comes from a form, you can easily filter it via the subject line into the appropriate folder for immediate viewing. E-mail that comes through a general e-mail address, on the other hand, easily becomes confused with spam and could be overlooked.
However, there are other ways you can make it easy for customers to communicate with you. These include

• Instant text chat systems such as LivePerson (www.liveperson.com).
• Instant Messaging (IM) systems are in widespread use by your customers. Why not list all your usernames and numbers on your site for quick response to customer questions?

One excellent way to save time for yourself and your customers is to develop a Frequently Asked Questions (FAQ) page. It'll cut down on your customers' need to contact you.
Excellent customer service is the basis of any successful business -- on or off the Internet.

The design decision here is to incorporate multiple ways for your customer to contact you.