Why Your Contact Page Is Costing You Customers And How To Fix It

We all know that your contact page is one of the most important pages on your website. Unfortunately, too many contact pages contain only a form with no other contact details.

I've been there as a potential customer. I know how frustrating it can be. A contact form with no other information might be enough for some people- but what if they're not sure where in the world you're located? What if they don't want to fill out a form but would prefer a quick phone call instead? Most people won't take the time to fill out the form, they'll just leave and find someone else, losing you a potential customer.

In this article, we'll show you how to create a contact page that works for everyone- because remember, everyone communicates differently. Personally, I dislike making phone calls, I'd rather email as it fits my schedule better.

Provide a variety of ways for customers to get in touch.

Primary Phone Number, Email Address, and a contact form at the bare minimum should all go on your Contact Page.

Users still expect to see company addresses, phone numbers, and email addresses on ‘Contact Us’ pages. Don’t hide or replace these elements with automated tools such as ‘Contact Us’ forms or chat.

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Links to your social media can also be added if customers want to connect with you through there.

Another consideration would be to add a chat feature to your website. Keep in mind if adding a chat feature, make certain you're available to answer the chats as they come in. For smaller businesses, this might not always be a good feature to add to a website.

Remember, everything you do on your website, even creating your contact page needs to put your customers first.

Show your location

If you have a physical location that customers can come to, display a map to show exactly where you're located.  It saves potential customers the trouble of trying to find where they're going and the uncertainty they may experience.

If you don't have a physical location, like we do, you should list the areas that you service at the bare minimum. We recommend also listing your city, province/state, and country. This is helpful for those who might not know what part of the world you're in, especially if they're looking to work with someone local or within the same country.

Add photos

Show a photo of the outside of your building if you're a bricks & mortar store so potential clients know they're in the right spot when they visit you. There's nothing worse than slowly driving down a street trying to find a location with cars piling up behind you. Seeing a visual of your location helps people know they're in the right place.

If you don't have a physical store you can still add photos! Show a fun team photo, or if you're a solopreneur, show a photo of you! The photo could be a headshot, family photo, or one of you doing your craft. For example, if you're a baker, show a photo of you in the kitchen, doing what you do best. This helps to personalize your contact page.

Office Hours / Response Time

We recommend sharing your office hours with your clients, so they know when you'll be there and ready to help them! It also helps set an expectation in terms of how long their inquiry might take before receiving feedback from the company. There's nothing worse than filling out a form and then wondering how long until you get a reply back, or trying to phone a business only to find out they're not open.

For example: We're available Monday to Friday 9am – 3pm.

Answer Frequently Asked Questions (FAQs)

Do you find you get a lot of the same questions? Answer these right on the page and help alleviate some of the concerns your customers might have prior to working with you. This is a great way for customers to know what they can expect when working with you.

Bonus Tip: Test Your Contact Form!

There's nothing worse than a contact form that doesn't actually work. Always test your contact form at least once a month to ensure it's working. It's unlikely to stop working once set up, but sometimes Internet gremlins make some changes and poof, your form isn't working and leads are not coming in.

Your Next Steps…

Your contact page is more than just a form. Creating an informative contact page helps convert potential visitors into customers, directs them to your social media posts, and helps answer questions your customers might have. 

You'll notice how these additions are helpful across all customer types who might use different communication methods than others (i.e. those who prefer email vs calls).

These changes are not technical or complicated. You can easily do them yourself on your website. 

No time to do this yourself? We're here to help. Check out our contact page and get in touch so we hop on a call and talk about your contact page in more detail.