The Contact Page on any website is likely to get the most traffic, so in this article we’ll explore the key elements of a good contact page creation process. No matter where people come to your site, they are very likely to be on the lookout for a way to get in touch with you. They might want a phone number, an address, an email, or even where they can find you on social media. Each visitor is unique in how they want to reach out. As a result, it is in your best interest to make sure that your Contact Page is. As clean and concise as possible.
Key Elements Of a Contact Page Creation
Contact page info and channels
Freshbooks is a great example of aggregating all the contact options in one location. Whether customers need technical help, updates on a current issue, or to make a press contact, it’s all available on one contact page with a good creation. While some companies distinguish between self-service knowledge bases and active support, at minimum, cross-linking all your contact options helps people more easily find their way to a solution.
Most of the pages I reviewed linked to FAQs and documentation from their contact pages. Hootsuite, HubSpot, and Basecamp all added social support channels as an option. Consider adding links to your customer community forum, pre-recorded videos, or training options too.
The FAQ in the contact page
Great contact pages walk a fine line between making the customer do the work upfront. In addition to saving them time overall. Average replies before a conversation are resolved. It is a valuable customer service metric for your support team. But when the initial question from a customer isn’t clear. It doesn’t contain enough information to answer the question, that average takes a hit. (I would hate to know the number of support replies I have personally sent that boiled down to “Can you please tell me which account you’re talking about?”) Adding additional fields and guidance to contact forms can help you do the following:
Automatically direct different requests to the appropriate teams while contact page creation. For example, you can send prospects to your sales team, job applicants to your people team, and product support to your customer service team. Show appropriate FAQs and support options. As shown above, Squarespace narrows down their knowledge base results according to the options you choose to describe your question.
Provide the support agent with account tools and history. If a customer can tell you the account they log in to or their company name. You can often give your support team access to internal tools and data to help them answer much more quickly. Inform your reporting. Letting customers self categorize their questions by product area, issue type, or the like gives your team great insight into where your main support issues are coming from and perhaps where the product teams should be focusing.
For some types of support in a contact page creation. Prompting customers to attach a file or a screenshot along with the question can shorten a conversation considerably. Basecamp’s contact form includes a file attachment option right upfront.
Set time in the page
As Tom Petty once said. The waiting is the hardest part. Unless you offer real-time support. Giving customers an idea of how long they should expect to wait lets them decide how to proceed and builds their confidence that they’ll get a response. Freshbooks notes their office hours and helpfully lists the current time at their office. Moreover, Basecamp says, “Expect a reply between 8 is CST – 6:30 pm CST Monday through Friday.”
Finally, the campaign Monitor quotes an email response time of “a few hours”. However, changes the page over the weekend when response times increase. If they are told email responses can take a day, a customer may decide to try self-service options. Ultimately solve the issue on their own. Alternatively, if the wait time is acceptable. In conclusion, they can move on with other tasks knowing the answer is on the way.
The contact us page creation keys should be one of the most user-friendly pages on your website. A great way to test its usability is to ask friends, family, and colleagues to give it a trial run. Ask them for feedback on:
- Firstly, how quickly they can find the link to the contact page?
- Secondly, how easily they can read the contact details on the contact page?
- Do the contact form and all included links work?
- Is the phone number, email address, location, and opening hours correct? One digit wrong and you could lose potential business.
- Finally, does the look and feel of the contact us page actually make them want to contact you.
It should because that’s what a contact page key is there for.