The Pépinia Blog

You have invested in a website, an FAQ, a customer portal or a chatbot. Yet visitors still call to ask for a price, a delivery time, the status of a file or simply... how to do something. Faced with these queries, the first instinct is often to want to delete the telephone number: fewer calls means fewer queries for the teams. But is that really such a good idea?

An organisation's website isn't converting like it used to. Indicators are stagnating, user feedback is multiplying and the pressure is on to "do something". When this happens, organisations are often faced with two options: launch a UX audit to identify the bottlenecks, or decide on a complete overhaul to get back on a sound footing. Which choice should you make?

You've had a website for several years. The statistics show that traffic is stable or even growing, and everything looks good on paper. And yet you feel a gap. Before you think about a complete overhaul or letting your site lead its own life alongside your business, ask yourself the right questions.