Contact Us might seem like another standard link in the navigation, but it’s often one of the least optimized parts of an online store.
While you’ve probably put a lot of thought into making your homepage or landing page represent your brand and personality, other web pages tend to get a lot less love. This is a mistake. By making your Contact page more personable and more inviting, you’ll be giving customers who need to talk to you a better experience.
Contact Us forms also help reassure customers there’s someone listening to complaints and feedback. Being available to answer questions can convert curious website visitors into customers.
Table of contents
Contact Us page best practices
1. Include all relevant contact information
If there are ways your customers can contact you other than email, it’s important to include them on the page as well. For example, if you have a business phone number, a physical location, or a social media links, list them here.
2. Add a compelling call to action
Inevitably, someone will land on your Contact Us page and not fill out the form to contact you. This is a great opportunity to invite them to do something else, such as sign up for your newsletter, check out your sale products, or follow you on social media.
The bottom of a Contact Us page is the perfect place for an inviting CTA (call to action).
3. Add an FAQ section
You’ll find that a lot of shoppers have similar questions. They might want to know how long delivery times are, what your shipping costs are, or whether they need any additional products to go with their initial purchase.
Adding an FAQ section to your Contact Us page can help customers self-serve and get their questions answered without having to wait for a response from your team.
4. Provide links to a help center and relevant guides
If the FAQ isn’t enough, shoppers might look for guides they can work through to find answers to their questions. Link out to your help center or support page, or direct shoppers to specific blog posts that answer their questions.
5. Add customer reviews
When a shopper visits your Contact Us page, they are either trying to solve a problem or they’re partway through the sales cycle and need some clarification. Adding positive customer reviews to your Contact Us page will add a dose of social proof and reassure shoppers that they’ve made the right decision by buying from you.
7 best Contact Us page examples
Combining all the traits listed above into a beautiful on-brand Contact page can seem daunting. But it’s easier than you think. By using the Contact pages already included in their Shopify themes (or going even just a little out of the box), the stores below transformed the simple contact form into a valuable resource for their customers.
The best thing about these pages is their uniqueness to each brand. It just shows that you can take the basic traits of a great Contact Us page and make it something special for your store to better serve your customers.
This Contact page manages to fit a lot of information into a simple, clean layout. KeySmart provides a ton of options for different contact methods, depending on your question. It also sets clear expectations on response times (a very reasonable one-business-day turnaround on emails!).
What makes this great:
- Clear contact information: There’s an email address for contact, which is simple and straightforward. It also asks the shopper for one business day to respond to queries. This is helpful because it manages customer expectations.
- Positive customer testimonial: The contact page includes a customer testimonial with a five-star rating. This creates social proof and increases customer confidence.
- Value propositions: It also highlights three value propositions: free US shipping on orders over $25, a two-year warranty, and a 100%-secure checkout.
Playful and approachable is the theme of ban.do’s Contact page. It features a colorful array of vintage telephones, which align with the playful and vibrant brand image, and a friendly greeting that says, “HELLO, BAN.DO?” Below the greeting, there’s an inviting message encouraging visitors to ask any questions they have, promising a friendly response.
A chat bubble with “CHAT WITH US!” lets you contact customer service right away.
What makes this great:
- Friendly tone: The copywriting uses a conversational and casual tone. This makes visitors feel more at ease and likely to reach out.
- Visual appeal: The use of colorful vintage telephones serves as a visually engaging element that can capture visitors’ attention and make the brand more memorable.
- Clear CTA: The “CHAT WITH US!” feature and the prominent “Contact Us” section with input fields for personal details provide clear and direct calls to action for the user to engage with customer service.
3. Kettle & Fire
Kettle & Fire’s Contact page is structured as a resource hub, offering categorized information sections such as FAQs, product guides, and topics related to bone broth and soups. It provides a “Get support” section at the bottom, where you can find options to chat with the support team or call for help within specified hours.
What makes this great:
- Easy navigation: The information is well-organized into categories, so people can find what they are looking for quickly.
- Multiple contact options: It offers multiple ways to get in touch, including chat and phone support.
- Detailed support hours: The page specifies when phone support is available, so users know when they can get live help.
4. Tommy John
Tommy John’s Help Center has a clean, minimalistic design with a search bar at the top for easy navigation. Customer service hours are shown below the search bar, along with multiple ways to contact them, including email, chat, phone, and text.
What makes this great:
- Extended support hours: Providing customer support on weekends and evenings caters to customers who might need help outside of normal business hours.
- Multiple communication channels: Offering email, chat, phone, and text is a great way to accommodate different customer preferences.
- Search functionality: Customers can use the search bar at the top to find answers to their questions without waiting for customer service, which can improve customer satisfaction and reduce support staff workload.
Skims offers website visitors a selection of ways to get in touch so they can choose their preferred method. Down the side of the page, it provides links to relevant information and FAQs.
What makes it great:
- Variety of contact methods: Live chat, text, and email give customers multiple ways to reach out.
- Detailed information requests: You can help customer service address issues more efficiently by providing comprehensive details on the email form.
- Organization: It’s easy to navigate and find information quickly with the categorized help topics on the left side.
A clear and straightforward header on this Contact page from Allbirds asks, “How Can We Help?” and offers a text line and a phone number, along with service hours. There’s a search bar below for specific questions, as well as a section that’s categorized by topics like return policies and product info.
What makes it great:
- Clear availability: Listing hours for support provides transparency and sets expectations for when customers can get help.
- Easy access to answers: Providing a search bar and categorically organized FAQs allows customers to find answers quickly without waiting for a response.
- Chat button: Customers can get immediate help by clicking the Chat button in the lower right hand corner. This streamlines the support process and allows agents to focus on more complex issues.
7. Magnolia Market
With icons for easy identification, Magnolia Market’s contact page has categories of help like order status, payment, and technical questions. There are three distinct ways to get in touch with them: a 24/7 chat service, an email that promises a quick response, and a phone number that says the hours it’s available.
What makes it great:
- Visual cues: Using icons with each help category makes it easy for shoppers to find the specific help they need.
- 24/7 availability: Round-the-clock chat service caters to customers in different time zones and with urgent questions.
- Clear phone support hours: When you state customer service hours, it helps manage expectations and prevent confusion.
3 tips for an effective Contact Us page
Sticking to these five tips will help you make the most of your Contact page to convert prospects into customers, and unhappy customers into advocates.
1. Make your Contact page easy to find
If no one can find your Contact Us page, there’s no point in having one. Being accessible means customers can navigate to your Contact page when they need to talk to you. There are two places that work really well: your main navigation bar and the footer at the bottom of every page.
2. Create a Contact page that’s welcoming
Once site visitors find your website’s Contact Us page, do they know if you welcome emails, phone calls, and feedback? Or does your contact page resemble a series of hurdles designed to keep trespassers out? It sounds obvious, but depending on what your page actually says, your customers might not follow through with contacting you.
At the top of the default Shopify Contact page, it’s possible to add copy to provide additional information and help customers complete the form. Including a request for customers to let you know if they need anything makes your brand feel approachable. Here are a few examples you can adapt to suit your needs:
- “We read and respond to every customer inquiry. We really do want to hear from you!”
- “Our customers mean the world to us, and we love hearing from you.”
- “We get lonely when we don’t hear from you. Get in touch today!”
- “Make our day and fill our inbox with comments, questions, and concerns.”
3. Choose the goals of your Contact Us page
Not every Contact Us page serves the same purpose. Plus, you have other pages that serve different purposes, including a homepage and About Us page template. Deciding the potential audience of your Contact Us page helps determine what features or fields to include.
Here are a few common purposes for Contact Us pages:
- Support. Help resolve the concerns of existing customers who are having issues with their order, want to return or exchange a product, or are having trouble completing an order.
- Sales. Help potential customers make a decision, convert prospects into customers, and offer a channel for bulk or warehouse orders.
- Press or PR. Help the media get in touch with the right people to share your story.
- Human resources. Help potential employees apply for a job or ask questions about your company.
How to add a Contact Us page in Shopify
- In your Shopify admin dashboard, go to Online Store > Pages and click Add page.
- Add a title for your page, such as Contact Us or Get In Touch.
- Enter any text you want to show above the contact form in the Content box (you can leave it blank if you don’t want any text).
- In the Online store section, choose “Contact” from the theme template dropdown menu.
- Click Save.
Choose your form fields
Shopify’s built-in simple contact form includes three fields: Name, Email, and Message. This might be enough for you if you’re just starting out, because it easily captures enough information for you to respond to the customer and have a productive conversation.
Route contact requests to the right team
If you’d like to route contact requests to different departments or capture more information, you might want to customize your form fields.
For example, if you use a help desk to keep track of your incoming customer requests, embedding their ticket form on your Contact page can automatically tag and route incoming emails to the right department.
Customize your Contact Us form
You have a few options available for customizing the Contact Us form. While the default Shopify form fields require some basic code editing to update fields, you can also embed the contact forms from your help desk directly into a page, or use a Shopify App to design a more full-featured contact form. Here are a few of our favorite apps:
These apps allow you to add as many fields as you’d like to your forms, so you can ask for order details and other information to respond to customers more effectively.
But beware: Make your forms too long and you end up creating a barrier for customers to contact you. No one wants to answer 20 potentially irrelevant questions before getting to talk to a human. Find a balance between asking for the information you need (like an email address) and making it easy for customers to get in touch.
Feedback is how you learn and improve
Your customers are field-testing your overall shopping experience at every stage, and they surface problems and opportunities you might never encounter on your own.
A boring or confusing Contact page will only weigh you down, whereas a great page will put customers at ease and help them find solutions or provide better feedback when they have something to say. Making it easy for customers to get in touch is essential to building trust and learning how to create a better customer experience, which makes your Contact Us page one of your most valuable pages.
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Contact Us page FAQ
What is a Contact Us page?
A Contact Us page is a dedicated page on a website where visitors can find out how to get in touch with the company.
Does my online store need a Contact Us page?
Having a Contact page makes it easy for shoppers to get in touch if they have a question or issue. This helps build trust and relationships with your customers and ensures they get their questions answered before buying from you.
What should be included on my Contact Us page?
Many business Contact pages include one or more of the following elements: a contact form, an email address, a contact phone number, a live chat option, a text number, an FAQ, and links to a help center or guides. Local companies often include a map and a physical address.
Are there alternative phrases to “contact us” we can use?
Yes, you can use phrases like “get in touch” or “reach out to us.” You want to make sure the phrase is something customers understand, so we recommend keeping it simple.
How do I make a Contact Us page for my Shopify store?
- Go to Online Store > Pages in your admin dashboard.
- Click Add Page.
- Enter a title for your page.
- Add the text you want to show above the contact form.
- Choose “Contact” from the theme template dropdown.
- Click Save.