The contact page is really the unsung hero of your website- giving viewers the chance to get in touch and potentially become a customer. However, if created wrong, they can end up reducing your company’s chances of receiving submissions and even result in prospective customers abandoning your site!
Have a look at your website and make sure you are following these tips.
MIA Contact Page
A contact page is not optional – it is essential. It needs to be visible to consumers; otherwise, they may think that you don’t care about your customers enough to provide a clear way for them to contact you. I’m sure we’ve all been there. Desperately searching for a contact form or phone number, but just finding FAQs & social channels where it takes two days to get an unhelpful, templated response. It is the worst feeling.
Create a page on your site that is dedicated to your contact details so that you can be contacted easily and so that you can become aware of any issues without them being spread across public channels.
Hide and Seek Contact Page Make sure to have your contact page in the main navigation menu as it will be easier for people to find than if it is buried away in the footer menu. You want to show that you are easily accessible and want to talk to your customers.
Inadequate or Intrusive Contact Forms With most contact forms, there are either too many or too few fields to fill out. You need to capture enough information so that you understand their query and when you call them can have all the answers at hand. However, you don’t want to have too many fields as people can become impatient and may not want to share all their personal details. There is a 25% optimum conversion rate with only three fields to fill out rather than the 15% rate when there are six or more fields. If the contact form takes longer than two minutes to fill out, then you are asking for too much.
Form Only Options Sometimes forms may not be the most convenient way for people to contact you. Some queries need a personal touch or an immediate resolution so you should offer other ways for people to get in touch. Other popular methods include a live chat system, a contact number, or even just your email address.
At the bottom of your contact page, you can also add links to your social channels so that potential customers can contact you through there too.
It’s always better to provide plenty of options as everybody has a different preference based upon their personality and requirements.
Unmonitored Submissions This is super, super important! If you don’t monitor your submissions and reply to them quickly, users may lose interest and forget why they got in touch, or even worse, go to a competitor who responds immediately. It all flows back to user experience – if they feel satisfied with your communication, they will be happier with the service you offer.
If you have a fast response time and aim to resolve issues or queries in one contact, you are more likely to gain repeat custom as they know that you are very responsive and on-hand if a problem pops up. But if you don’t keep a close eye on your submissions, then you could miss great opportunities and make your customer service look poor.
To avoid this, link your contact forms to an active account or a responsible person that will regularly check to make sure that every query is quickly answered. You can even set target time-frames so it becomes a mini competition!