The ‘Contact Us’ or ‘Contact Me’ page is a core part of a website as it allows potential and existing customers to find or reach out to a business/person. Often, marketers assume customers on this page are convinced and are interested to know more about the company’s product and services. Even more fail to recognise the page as a ‘last impression’ or ‘ultimate frontier’ page before the actual sales. In this tutorial, we will look at how to build an effective Contact Us page to turn requests into actual sales.

An Effective Contact Us Page should include:

  1. Contact Information
    1. Telephone Number
    2. Email Address
    3. Physical Address
    4. Other Address/Contact Information for different outlets/offices
  2. Contact Form
  3. Map and Directions
  4. Social Media Accounts
  5. Email Subscription Box
  6. Explain why a Customer should contact the Company
  7. Call-to-Action
  8. Key Features of Products and Services
  9. Frequently Asked Questions (FAQs)
  10. Redirect to a Thank-You Page

Also, View samples of effective Contact Us page.

Standard Information on an Effective Contact Us Page

On most webpages, the Contact Us page contains essential contact information such as telephone number, email address and a physical address of the office or shop. Others might include a contact form or a Google Map of the location to help users plan their journey to the location. At the basic level, this information should be included to fully optimise an effective Contact Us page.

#1 Contact Information

The most basic Contact Us page should contain contact information such as the telephone numbers, email addresses, and physical addresses of every shop, office, or outlet for the business. Different customers may have their preferred way of communication; some may want an immediate response by calling the office or shop; others might be more comfortable emailing to avoid any direct interaction. By providing these different channels of communication, customers will more likely contact the company.

NOTE⇒ Be sure to follow through with the same communication channel, especially for emails. This will avoid any confusion and ensures a good customer relationship.

#2 Contact Form

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Other than providing an email address, a contact form may be more convenient to use and encourage customers to communicate via emails. Unlike phone calls, emails allow greater staff flexibility since it does not require an immediate response.

With a contact form, important fields relating to the business or service may be included for a smoother customer service. For example, a company selling IT products may ask for the product category, brand, or the serial number of a product, to have a better understanding of a customer’s request. An effective form can help to differentiate email requests and sort them into the right mailboxes for different employees.

NOTE⇒ Make sure contact forms are working by checking them regularly.

#3 Map and Directions

Besides providing an address to the stores or offices, including a map and directions by public transport will help customers to plan their journey. A map provides greater convenience for customers to find the store, rather than searching for it on another website.

Digital Marketing and WordPress Tutorials - Build an Effective Contact Us Page - Getting a Google Map API - Leow Hou Teng

Google Cloud Console Map API

NOTE⇒ To use Google Maps on a website, a free API key is required and it can be obtained from the Google Cloud Platform.

#4 Social Media Accounts

The Contact Us page is a good location to remind customers that they can connect with the brand through social media channels. For brands with multiple social accounts, this is a good way to connect customers with more accounts. Listing official accounts on the Contact Us page can help customers to identify the right accounts.

#5 Email Subscription Box

Digital Marketing and WordPress Tutorials - Build an Effective Contact Us Page - Bloom Plugin by Elegant Themes - Leow Hou Teng

For companies engaging in email marketing, include an email subscription box on the Contact Us page to encourage more users to sign up for them. Contact Us page should be understood as a ‘Connect with Us’ page, hence an email subscription box and social media accounts have great relevance on this page.

For WordPress user, consider the premium Bloom plugin by Elegant Themes which comes with customizable pre-made templates. This plugin is available with an Elegant Theme subscription that includes the premium Divi Theme. These subscription boxes can be connected with different email providers such as MailChimp or HubSpot.

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Additional Information on an Effective Contact Us Page

Besides the basic information, a call-to-action, a summary of products and services offered, a list of frequently asked questions, etc, should be added, for a more effective Contact Us page.

#6 Explain Why a Customer Should Contact the Company

Describe how the company can help the customer to solve their issues. This will convince them to make a move to contact the company.

#7 Call-to-Action

A Call-to-Action such as ‘Contact Us for more Information’, ‘Call for an appointment today’, should be included on the Contact Us page. In fact, this should be added on most pages and worded with care and tested with an A/B testing. Call-to-Action act as an ‘inner voice’ that encourages customers to make a move to contact the company.

#8 Key Features of Products and Services

As there they may be instances where a customer browses through the site, he/she may not be clear about the company’s offerings. Having a summary of key features of products and services offered by the company can allow them to make decisive decisions while on the Contact Us page.

#9 Frequently Asked Questions FAQs

General FAQs may be listed on the contact us page to assist customers on common questions they may have. This will help to reduce the workload for Customers Service Personnel. For a more comprehensive set of FAQs, they should be listed on a separate page, but a link should be included prominently to lead customers to it.

General FAQs may be listed on the contact us page to assist customers on common questions they may have. This will help to reduce the workload for Customers Service Personnel.

Digital Marketing and WordPress Tutorials - Build an Effective Contact Us Page - Meisterlabs Frequently Asked Questions - Leow Hou Teng

MindMeister Frequently Asked Questions

 

#10 Redirect to a Thank-You Page

If a contact form is included on the page, it should redirect to a Thank-You page. The page should clarify when and how the company will contact them. Again, it can also include the above list of information to encourage them to keep in contact with the company.

Digital Marketing and WordPress Tutorials - Build an Effective Contact Us Page - Thank you page - Leow Hou Teng

Redirecting to a Thank You Page

 

Samples of Effective Contact Us Page

Apple Singapore Support Page

The Apple Singapore Support Page is a comprehensive Contact Us Page (Support Page), so much so that they built an entire site for it. This is a common practice for many large organisations. The purpose of the site is to guide customers through an online support, solving common problems by themselves before ‘resorting’ to contacting them. Since Apple has a large customer base, this comprehensive site significantly reduces the requests they receive.

Digital Marketing and WordPress Tutorials - Build an Effective Contact Us Page - Apple Singapore Contact Us - Leow Hou Teng

Apple Singapore Contact Page

 

General Assembly

A tech school found in over 20 countries, General Assembly’s contact us page is unique as it uses large typography to direct users to the right category and how they should contact them.

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General Assembly Contact Us Page

 

Pince & Pints

Pince & Pints is a seafood and lobster restaurant in Singapore. The website is eye-catchy and the Contact Us page has all the essential information. Different emails are clearly labelled so as to direct them to the right person to answer their queries. The most relevant link to the reservation emails and page are coloured in red to lead the eye to it.

Digital Marketing and WordPress Tutorials - Build an Effective Contact Us Page - Pince and Pints Contact Us - Leow Hou Teng

Pince & Pints Contact Us Page

 

MeisterLabs

MeisterLabs is a tech company that produced the tech productivity tools, MeisterTask and MindMeister. MeisterTask is a collaboration and task management tool while MindMeister is a collaborative mind-mapping tool. On the Contact Us page on MeisterLabs, the relevant contact details are listed and linked clearly.

Digital Marketing and WordPress Tutorials - Build an Effective Contact Us Page - Meisterlabs Contact Us Page - Leow Hou Teng

MeisterLabs Contact Us Page

Hou Teng

Hou Teng

Art Director, Digital Marketing Strategist at LeowHouTeng.com
Hou Teng is a Singaporean graphic designer, specialising in both print and web. After graduating from Nanyang Technological University, School of Art, Design & Media, he has worked in advertising and launched an education startup as a side project. He has also worked briefly in a renovation start-up in Shen Zhen, China. While his strengths are in branding and layout design, he is also skilled in digital imaging, web design (HTML & CSS), WordPress content management and administration, search engine optimisation, and digital marketing.
Hou Teng