According to 1&1's "Website Communications Survey," conducted by MaCorr Research, more than 85 percent of consumers say that the ability to contact a business is the most important aspect of using a business' website and the same percentage say that a successful experience contacting a business will cause them to bookmark the website.

Of some 1,025 American consumers, 89 percent of them expect all businesses to have a website regardless of the size, but over half of them would choose a small to medium-sized business to work with over a large corporation because of the individual relationship they would build with the business. 1&1 says this is why it's vital for SMBs to use communication tools to provide that personal attention. The survey also found that almost 70 percent of consumers have a negative perception of businesses that do not provide ways to communicate directly.

"For businesses to remain progressive and appealing, it is imperative that they use advanced features to communicate with the consumer," says Andreas Gauger, chairman of 1&1 Internet. "Small businesses especially should take advantage of communications applications to continue providing a direct and personal approach to consumers. Our research clearly shows that consumers value an approachable and easily accessible business. More of us than ever are using real-time online messaging in our everyday lives and consumers now place high expectations on businesses to provide a means of communication."

Last month, 1&1's study found that US small businesses are rushing with choosing their Web addresses with 42 percent investing less than an hour of thought in the decision.