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Riverside Herald

AuthorRiverside Herald
Published24 May 2026

Why most small-business websites still lose customer enquiries

Many independent retailers treat website contact forms as finished once they appear online, yet email-only workflows leave enquiries unseen, untracked, and unan

On a Saturday morning at a Riverside market stall, a baker’s phone buzzes with a WhatsApp order while a website enquiry sits unread in a shared Gmail tab opened three days ago. The form worked. The customer did the hard part. What failed was everything that should happen next. Across South Africa’s high streets, home industries, and service trades, independent businesses have rushed to claim a corner of the web. Industry research suggests the intent is there: in Sage’s 2024…