When people email you, that's a good sign. It shows they want to get in touch. When people are emailing you with questions, that's a good time to charm them and lead them into actually purchasing from your site. If you only offer customer service over the Internet, then say so. Don't volunteer phone numbers and snail mail addresses if you don't have the resources to be able to respond at all times.
People make impulse decisions when purchasing from or just dealing with a company.
First impressions count. Inc. All Rights Reserved.