No, we're not talking about the design module where sites automatically adjust their layout between desktop and mobile device screens. When we use #responsive website, we're talking about the #human component.
Don't get us wrong! Responsive design (aka making the site look good on all devices, screens, and platforms) is critical for success. But, no matter how good a website looks, it won't matter if you're not responding to visitors.
You may have set up an online form, connected your social media accounts, enabled a chat feature, or simply have your email address listed. Regardless of the communication methods available to you, it's essential to:
Respond to ALL messages (emails, VM, etc.) promptly (either same day or within 24 hours)
Don't use a method that you can't support (i.e., you set up an online chat when you're not available)
Establish realistic hours of operation or availability
Set out of office or away messages when you're NOT available with details about when you ARE