In my last post, I went over some suggestions to make your “Contact Us” page a little more robust. This post will go over some mistakes to avoid on your contact page.
If a potential or current customer gets frustrated trying to contact you, they won’t stick around long. Let’s see if we can get them to stick around.
Umm…ok, if you don’t have a contact page, you have a problem. Stop reading this blog right now and contact us immediately. I even linked you to our contact page!
I know this seems obvious, but I’ve seen more than my fair share of sites that had no way to contact the business aside from buying a product.
Your website is probably set up to inform the user, getting them to buy your products or services, or otherwise interact with them. However, the visitor may have questions or suggestions that they need to talk to you about. Make sure you have a clear and easy way for them to do that.
Just like the rest of your site, your contact page needs attention from time to time. It’s frustrating to go to a contact page only to find outdated or useless information.
Have you moved? Got a new phone number? Make sure that information is updated. Do you have new employees or ones that have left? Update the photos and contact information. This information should always be current. Don’t wait to do it, change it when it happens. Visitors aren’t going to wait to see if you’ve updated your site yet. If they’ve heard you made changes, they’ll go to your site for confirmation or to learn more. Make sure it’s changed on your site before it’s in the news.
Forms are useful and easy to use, but it shouldn’t be the only thing on your contact page. Forms are rarely a one-size-fits-all answer for your visitors. Some people may not know how to correctly use the form, while visitors may have a need that isn’t met by the form.
In addition to the form, have other methods of contact, such as email addresses and phone numbers. And make sure these are clickable. More and more people are using mobile and it is much easier to click and call or email than to cut and paste or memorize the information to transfer it on their phones.
Some common complaints from people regarding forms include the following.
Forms are too long. If it’s not quick and easy to fill out the form, people are going to leave.
Forms break. Forms are fragile pieces of programming. A missed update or bug can break the form, making it useless or even non-existent.
Unresponsive forms. As stated earlier, mobile use is exploding. Many forms are not responsive and they may not format correctly on every mobile device that’s out there. Again, if people can’t easily contact you, they’ll find another business.
I’ve seen many contact pages that only allow you to either leave a comment or contact the person on social media. Do you really want them to leave their rant for everyone to see? Or maybe they want to speak just to you and not have everyone read their question.
In the previous post, I stated that you should have a social media presence and that still is true. But make sure you have options for also contacting you privately. Also, make sure your social media is monitored daily. People want a quick response on those formats, so if you can’t provide that, don’t leave it on your contact page.
I’m all for puns, dad jokes, and clever turns of phrase, but when it comes to your contact page, you need to keep it clear. It should be easy to find in the navigation on every page. If a person can’t find your contact page, they’ll find someone else to help them.
Label the page “Contact”, “Contact Us”, or something else that is obvious. Avoid something that isn’t clear, like “Drop us a line” or “Let’s talk turkey”. Just stick to the basics, you’ll have plenty of other opportunities to show off your creativity.
We know that in some instances, a captcha is necessary, but choose the one you use wisely. We’ve all seen the tests where you can’t tell if it’s a “4”, an “h”, a pony, or a scratch on your screen. Choose wisely to keep people from saying “nevermind” and moving on.
All you need at this time is the basics: their first name or username, a way to respond to them, and what their question or comment is. Later you can gather more information if needed. People are very wary of passing out personal details, so don’t jump them with requests for their address, birthdate, or favorite superhero.
Build a relationship with them before drilling into their demographic. It’s a definite turn-off and people will look elsewhere if they feel uncomfortable.
If you would like us to take a look at your site, including your contact page, call or email us and we’ll be happy to help.
Check out the first part of the topic, if you missed it: Give Your Contact Page a Little Love (Part 1).