In the ideal world, customers would never need to reach out to customer support. In reality, even users of the most intuitive products and services have questions. When those questions arise, a painless process for solving them can help your customers stay customers.
Displaying contact information is also a gesture of goodwill to people who aren’t your customers yet. 64% of visitors want to see the website’s contact information when they visit a new site. Seeing this information tells viewers that a website is legitimate and run by human beings.
A contact page should include multiple contact options. Some people like talking on the phone, others like email, and others like filling in a contact form. If customers can contact you the way that they prefer, they’ll have an easier time reaching out and associate your company with convenience. These options should include…
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Email Address |
Can be plain text or a clickable link |
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Physical Address |
Including a map is a nice touch |
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Simple Contact Form |
Facilitate easy and secure communications |
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Phone Number |
If you make it clickable, smartphone users can call without leaving the site |
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Live Chat Message Box |
Though a real person is preferable, a chatbot can also answer customers’ questions quickly |
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Social Media Icons |
Link to your social media profiles with icons to encourage visitors to follow you |
You may be asking yourself, “Do I really need a contact form? Customers can just send me an email.” Here are a few benefits of contact forms:
A contact form may seem like more effort at first, but once you have one it will save you time and energy.
That’s it unless there are other questions that are absolutely necessary for conducting your business. People don’t like answering questions without clear relevance to what they’re doing, especially online. Age, phone number, city and state, or street address are particularly unpopular questions.
Make sure you clearly and concisely label each form field with headings above the input field and choose input types that make sense. Drop down menus have the worst conversion rates compared to text entry and multiple choice questions. File uploads should only be included for something like a job application that requires a resume or cover letter. You can do all of this with our contact form widget.
FAQs save time for your customers and your support team alike. Make sure they are easily accessible from the contact us page. You can even link to the knowledge base in the contact form so customers can see if their question has already been answered before they reach out to you and have to wait for your response.
Answer the following questions on your page:
Leaving your call to action at a simple “contact us” can seem boring and ominous. What do you hope to achieve by this conversation? Here are some fun alternatives:
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Drop us a line |
Get in touch |
Let’s talk |
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Reach out |
Let’s chat |
Talk to us |
The contact page may not be the most engaging part of the website, but that’s no reason to skimp on the page design. The visuals should be on-brand and consistent with the rest of your website. You don’t have to be an expert in web design to make your website’s visuals pop.
A good contact page is easy to find so visitors can get in touch quickly. Hiding it might send the message that you don’t want people to reach out to you. “Contact Us” should be an option in the main menu in the header or footer of the website. Some websites even prominently use the contact information as the footer so visitors can find it regardless of where else they are on the site.
Don’t make anything on your website needlessly complicated. The user experience is especially important for contact pages. When it comes to copywriting, don’t put any words on the page that don’t have a purpose and make sure anyone who isn’t an expert in your field can understand your directions.
When visitors fill in the contact form, the next thing they should see is a landing page that thanks them for reaching out, explains when and how you’ll get back to them, and includes links to helpful resources.
Believe it or not, a Contact Us page can be creative and interesting. Cool visuals, catchy copy, and well-placed humor can help visitors associate contacting your company with a positive experience before you’ve even responded. Some companies even include animations and videos to
Customers like to know that a real person is helping them out. If you’re including pictures of people in your Contact Us page, don’t use stock photos. Use photos of your actual team members. It’s not just randos helping customers out, it’s Becky and Raj!
Accenture
Accenture's Contact Page may not look exciting, but it's great at directing customers based on what question they have.
Atlassian
Atlassian uses pictures of their staff to remind viewers that a human being is going to answer their questions.
The Band Agency's contact form is front and center, but their phone number and locations are also easy to find.
Ban.do
Ban.do uses cute, whimsical visuals to spice up and otherwise simple contact form.
Brightlocal
Brightlocal sorts its inquiries into categories, but it's intuitive and not too tedious.
The "Let's chat," "new business" and "or just say hello" headlines are inviting and low-pressure. They communicate that different contact methods are for different purposes without telling readers what to do.
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