Avoiding a Single Point of Failure for Website Enquiries: A Comprehensive Guide

In a digital landscape where business-critical operations hinge on seamless communication, the room for error is increasingly thin. As a web development company that manages client websites, we’ve seen first hand how email delivery issues can disrupt the flow of enquiries. Even when emails are sent without a hitch from the website, they can get tangled up in Spam filters due to various reasons—be it SPF/DKIM/DMARC issues, whitelisting, or suppression caused by past bounces. It’s a lesson in why no business can afford to have a single point of failure for essential communication channels.

The Importance of Redundancy

A single point of failure can have cascading effects, leading to lost opportunities, compromised brand image, and even a hit to revenue. With that in mind, adopting secondary (and even tertiary) preventative measures isn’t just prudent—it’s necessary.

Secondary Measures for Avoiding a Single Point of Failure for Website Enquiries

Below are the 3ish methodologies we implement to prevent a single point of failure for website enquiries and therefore highly recommend a similar approach to our clients.

1. Team Messaging Application Integration

We primarily recommend platforms like Slack and Microsoft Teams for this purpose. In the case of Slack, instant notifications are sent to a designated channel as soon as an enquiry is submitted, enabling immediate action. Slack’s custom integrations also allow for the inclusion of essential enquiry details in the notification. Microsoft Teams offers similar benefits, with features designed for real-time collaboration and communication. By utilising these platforms, we (Spotlight Studios) ensure that critical enquiries are never missed, providing an effective fail-safe against the limitations of traditional email systems.

2. Ticketing/Support Desk System

Adding a ticketing or support desk system can act as another robust layer of redundancy. When an enquiry is made through a website, it can automatically generate a ticket in the system. This not only ensures that the enquiry is logged but also facilitates tracking, assignment, and resolution, enhancing customer service and internal workflows. Using a ticketing system can also help in aggregating all forms of customer interaction into a single, searchable database, making it easier to manage and respond effectively. This is another setup we use internally and would highly recommend.

3. CRM Integration

Integrating client website forms directly into a Customer Relationship Management (CRM) system serves as another critical redundancy measure that we highly recommend, particularly for sales teams focused on pipeline management. When an enquiry is submitted via the website, it’s automatically logged as a new contact or lead within the CRM. This immediate entry enables sales teams to quickly qualify leads, prioritise follow-ups, and manage them through the sales funnel with greater efficiency. Furthermore, CRMs often come with features for tracking interactions and setting reminders, ensuring that no opportunity falls through the cracks. This level of automation and organisation is invaluable for maintaining a healthy and effective sales pipeline, thereby making CRM integration an essential secondary measure for capturing website enquiries. This is the 3rd and final level of “redundancy” that we have in place for website enquiries.

4. Transactional Mail (honourable mention)

While not a preventative measure per se, transactional mail can offer invaluable insights into why an email may not have reached its intended recipient. It provides detailed data on email interactions, helping to diagnose problems and improve future email deliverability.

Additional Methods to Consider for Avoiding a Single Point of Failure for Website Enquiries

5. Secondary Email on a Separate Domain

While configuring a secondary email system on a separate domain does add another layer of redundancy, we consider it a more makeshift solution. This approach can effectively bypass SPF/DKIM/DMARC-related email delivery issues. However, it comes with its own set of challenges, such as the necessity to regularly check multiple inboxes and the likelihood of receiving duplicate messages. As a result, while it’s better than having no backup at all, it’s not a method we would recommend relying on solely for critical communications. It’s a ‘cheap and cheerful’ alternative but comes with limitations that businesses should be aware of.

6. Website Tables / Logs

Recognising the varying needs across industries, we’ve implemented website-based tables or logs as a cost-effective solution for enquiry tracking more than 10 times in recent years. This method is especially advantageous for small businesses that may not have the budget for more sophisticated systems. Typically, this feature only requires a one-off build fee, making it a financially savvy approach for long-term use. By integrating a table or log within your website, we establish an easily accessible, real-time repository for all incoming enquiries. This additional layer of security serves as a reliable safety net, ensuring that no essential communications go unnoticed.

7. SMS Notifications

SMS notifications remain a classic yet often overlooked solution, particularly apt for small businesses with a limited number of employees. The set-up typically involves a minimal one-off fee, and services like Twilio make ongoing costs quite affordable, usually charging only a few pence per message. This method provides immediate, direct communication, circumventing issues that might plague email delivery. Due to its cost-effectiveness and immediacy, SMS notifications have proven to be especially popular among tradespeople who require prompt and reliable contact with their clients.

8. Google Sheet Integration

Google Sheet Integration serves as a viable backup measure for capturing website enquiries, particularly useful for those with simpler form structures. This approach allows for real-time data compilation and provides easy access for team members. However, it can become cumbersome for more intricate forms that capture a variety of data types. Additionally, leveraging this method usually involves monthly fees, as it often requires the use of a low-code integration solution to automate the data transfer. Given these limitations, we would recommend this approach primarily for those who are not already utilizing one of our top three recommended methods—Team Messaging Application Integration, CRM Integration, or Website Tables/Logs.

The Limitations of Unknowns

In a world where you don’t know what you don’t know, ignorance isn’t bliss—it’s a business risk. Especially when you’re dealing with client email systems over which you have little control, putting at least one secondary measure in place becomes crucial.

Conclusion

The risks associated with a single point of failure in website enquiries cannot be overstated. By integrating secondary measures like Slack notifications, Google Sheet entries, or transactional mail reports, you add layers of fail-safes that can save both you and your clients from substantial headaches and missed opportunities. In today’s volatile digital environment, it’s not just about preparing for failure but proactively combating it.