Respond instantly to all mail link inquiries . There should be one on every page. They need you. And if you don't take the lead, they'll take it themselves. Learn and adapt .
Web sites are classrooms where visitors and hosts can teach each other constantly.
If a site doesn't facilitate conversation, if it doesn't perform a service, if it doesn't attract involvement, it will become a pulpit in an abandoned church. Everybody in the company needs to be accessible, open and responsive. If somebody sends an email to the CEO, the CEO needs to respond. There's a reason.