Diagnostics
The problem is not always the website
If enquiries die in a chat thread, another homepage will not fix the handoff.
A website can make an organisation easier to find and easier to understand. It cannot, by itself, make a volunteer chase paper reports, or make five people give five different answers on WhatsApp.
When we follow a real enquiry, the break is often after the click: nobody owns the reply, the price is not written down, or the booking still happens in a private inbox. That is an operating problem that happens to be visible online.
The honest recommendation names that. A site may still be part of the solution. It should not be the only sentence in the proposal.
Part of System reviews.