Many companies get a bit carried away with the functionality of their site. They want to ensure that the customer can carry out certain tasks such as using online calculators or creating bespoke quotations, but forget to establish how user friendly the site is.
It can be a great idea to have additional functionality on your site but if it is not easy to use or doesn’t function correctly it can have an adverse effect. Some companies chose not to put too much functionality on their site as they want to be able to get the customer on the phone to really sell what they are offering, so there is a balance and it differs from company to company.
When adding in any new part to a website it is vital to carry out sufficient tests prior to setting it live and it is worth asking a few people to check it rather than just one in case they miss something.