The contact page is one of the most important parts of a website. It connects businesses to potential and current customers. If people don’t know how to reach companies, or think doing so is too difficult, they may give up altogether.
Keep reading to learn some must-have elements of an effective contact page:
Give Targeted Information Based on a User’s Situation
Consider building a contact page that changes depending on a visitor’s status. For example, a person looking at a banking website without being logged in might see a contact page that reads, “Have questions about setting up an account? Want to know more about the associated fees? Fill out these fields to get in touch with us.”
Once a banking customer signs in, the copy may change, instead saying, “Curious about something you’ve noticed on your account? Want to know more about the incentives we offer for referring your friends? We’re here to help.”
Dynamic information generates content that aligns with what users need. It assures people that they’re more than random website visitors, and that the company cares about providing appropriate information.
Provide Several Contact Methods
The best contact pages offer visitors several ways to communicate. In addition to providing telephone numbers and email addresses, consider embedding live chat capability so people can receive assistance directly on the page.
People have varying preferences for contacting companies. Think ahead and provide for all or most of them, and you will make individuals feel at ease.
Only Request Pertinent Information on Contact Forms
Contact forms let people quickly provide their details and submit them. They’re supposed to be convenient, but they can quickly become frustrating if the forms ask for too much information or if required fields are not clearly indicated.
Use asterisks to designate which fields customers must complete, and always consider whether the requested information is truly necessary. People tend to avoid overly lengthy forms.
Embed Social Media Buttons
When you code social media buttons into a contact page, you demonstrate that the company is represented on those channels and is eager for visitors to view the associated content. If your company is prepared for people to seek assistance through social media, clearly indicate it. Say something like, “We’d love to hear from you on our social media pages,” and provide the appropriate links.
Some websites employ customer service representatives to constantly monitor social media during certain hours. In that case, use text on the contact page to set expectations. You might say, “Get a response within 30 minutes or less when tweeting us between 9 a.m. and 5 p.m., Monday-Friday”
When embedding social media buttons, enhance the contact form rather than detract from it.
Explain How People Can Find the Business
Always include a full street address, so people can input the data into GPS devices. You can also follow the example of an addiction treatment facility. In addition to the physical address to the right of the contact form, the page features Google Maps data to offer a visual indicator of the location in relation to other area landmarks.
No matter how you choose to aid people in locating your business, never overlook responsive design principles. Many individuals seeking out your business are using their smartphones.
Suggest the Fastest Methods of Receiving Help
Many leading companies take a tiered approach when helping customers. Consider adding copy to the contact page that guides people based on the kinds of assistance required, such as, “We answer our customers’ most common questions on our FAQ page. If you can’t find what you need there, contact us by telephone or email. If your issue is urgent and occurs outside of normal business hours, click here to fill out an after-hours trouble ticket.”
This approach calms customers who may be feeling frazzled and unsure of what to do next. Also, the first suggested step could relieve the burden on a company’s customer service team because it encourages people to take a minute or two to look through provided resources.
Segment User Traffic Into Different Channels As Needed
There may be very distinct reasons why people reach out to a company, and those possibilities should be reflected on a contact page. Take a look at the straightforward way the Apple Corporation splits user traffic into two channels:
Most people will choose the left option because it puts them in touch with Apple’s team of experts. However, the other option available is worthwhile because it allows people to set up repairs for Apple equipment without waiting on hold to speak to someone. They understand that their client base has a wide range of technology experience and are effectively catering to the full spectrum. Separating user traffic is a step toward faster service and overall happy customers.
Show Users a Thank You Message
Ideally, the “submit” button on a contact page should take users to a separate page that thanks them for providing their details or displays a lightbox image for the same effect. Besides conveying gratitude, the content should also specify when to expect a response.
It’s usually better to provide a broad time frame for a response than none at all. The copy might say something like, “We appreciate you getting in touch. We take time to read all feedback we receive, and you can anticipate a response from us within five business days.”
In addition to making people feel more valued, a thank you message supports contact page best practices and confirms a message was fully submitted. You don’t want your audience to think that their messages were not received. The example below leaves no doubt the message went through.
Design a contact form response that reflects the company’s style and tone and conveys the message in a genuine way.
Together, actionable strategies and worthy examples should help you build awesome contact pages. As a result, customers can communicate purposefully without unnecessary hassles.