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Contact us pages the forgotten but frequently visited page
What is displayed on your contact page?
Maybe a form? An email address?
Who really knows or pays attention, Right?
It’s easy to pass off the importance of your contact page, concluding that few use it so it isn’t important. But, actually, contact pages are important for a few reasons:
- People only visit contact pages if they actually want to talk to you.
- It is often the second most visited page after the homepage. (Check for yourself after you are done reading this article)
- They convert very well but often forgotten when working on conversion optimization
- Opportunity to show off your company’s personality by being personal.
- They give pertinent information about your business.
So let’s go over some of the important parts of your contact pages:
A reason to contact you. Why call it a contact page? Instead, give your readers a reason to contact you. Share the benefits you offer, or explain what you offer in a headline that grabs their attention.
Easy to find information. It’s important to make it easy for visitors to see the info they need. Do you offer specific store hours? What time can they call support? A best practice tip is to put the most important information above the fold.
More on user experience for contact us pages…
While the contact page is definitely a place to show off your company’s personality, it’s important to see the page from a user’s point of view.
Are the background images intruding on the headlines? Are the colors too bright and distracting? Is it easy to flow through the page, find what you need, and make a contact?
These are questions you should be asking when optimizing your contact page and considering your form conversions. With the questions in mind, here are two examples of contact pages with a simple user experience.
A simple form. There’s no reason to ask for every piece of information you’d like to have, just to allow them to contact you. The form should have three fields/purposes: Name, Email, and Text. It’s even more important to make sure the form is personable, so for the text field, rename it to “How Can We Help You?”. The easiest tweak you can make to any form optimization is to limit fields or don’t give up important info in order to collect more leads by using Inflowlive.
No captcha. There’s no reason to use captcha forms as most websites have other anti-spam options, and captcha forms are not user-friendly.
Expected response times. Visitors who leave a message expect to get a timely response. In the past, this was often up to a few business days, but today people expect it within 24 hours. Leave a note on your site under the Submit button telling them how long the current response time is.
An email address. Some people prefer email vs. forms because they can keep track of the conversation in their inbox. So provide them with an email address to easily contact a member of your team. Hyperlink the address so that it brings up their default email program or have a helpdesk system to manage incoming requests.
A phone number. While some businesses do not offer phone support, if you do, people expect to see it on your contact page.
Support information or links. A contact page is often one of the first places people look for support or sales contact information. It’s easy to link to the other pages to learn more, but why not make it super easy for visitors and include the basics on your contact page, as well?
Here is Moz’s contact page, that includes the times someone can reach support.
Links to About. Since readers are hoping to contact you, it wouldn’t hurt to include a link to your about page as well, there they can learn more about your team, and better understand how to work with you.
Social media contact information. I like following companies I am interested in on social media, but can’t always find their links. One of the first places I look is the contact page, hoping they’ve included it. It is after all, a place to contact you.
Take a look at the simple social icons on this contact page from PeopleMetrics. It’s very simple to include them, and visitors will appreciate it.
Responsive design. In our very mobile world, it’s probable that people will visit your site from their phones or tablets. The very same forms and information displayed on desktop computers should be easily accessible on mobile devices, be sure your developer knows this. Form optimization should not be left out in your responsive site planning.
Ready.mobi is a place to put in your website link and see if how your design looks on various devices, it is a free tool.
Here is one site I tested for a mobile responsive design.
It’s easy to assume “no one reads a contact page” but in all actuality, these are one of the 4 most important pages of your site. Take the time to write it effectively, and make it simple for anyone to contact you about business and dont skip conversion optimization.
Are your forms leaking conversions?