eCommerce Contact: Writing Tips & Examples
A well-designed Contact Us page is essential for every eCommerce website to build trust with customers and make it easy for them to get help when needed. Having the right information and an easy-to-use form lays the foundation for providing excellent customer service.
In this comprehensive guide, we’ll cover everything you need to know to create an effective Contact Us page, including:
Why You Need a Contact Us Page
Before showing some Contact Us page templates and examples, let’s review why having one is so important for an eCommerce site.
The main reasons you need a Contact Us page are:
➔ Build trust and credibility. Customers want reassurance they can get help easily. A Contact page shows you’re a legitimate business that cares.
➔ Make it easy to get support. Without a visible Contact option, customers may struggle to get help and have a poor experience.
➔ Improve conversions. Research shows a good Contact Us page improves conversions by making shoppers more confident to buy.
➔ Comply with legal requirements. Depending on your locations/business structure, a Contact page may be needed to comply with regulations.
Now let’s get into the elements every
Contact Us page needs.
Essential Elements of a Contact Us Page
Here are key components you should include on your eCommerce site’s Contacts page:
Contact Details
Provide multiple forms of contact:
➔ Physical address – Having an address builds legitimacy, even if you don’t have a physical store. Use your legally registered business address.
➔ Phone number – Add a hotline so customers can call with urgent inquiries.
➔ Email address – Create a dedicated customer service email. Check this inbox regularly.
➔ Contact form – Include a form to submit messages directly.
➔ Live chat – If feasible, provide instant messaging for real-time assistance.
➔ Social media links – Direct visitors to get help via social messaging apps.
Be sure to list contact options clearly and prominently near the top of the page.
FAQs/Common Questions
Address frequent customer questions with a visually distinct FAQ section.
Contact Form
An online contact form makes it easy for visitors to get in touch. Include:
➔ Name
➔ Email address
➔ Subject/purpose dropdown
➔ Message box
➔ Submit button
Keep required fields to a minimum for higher completion rates. Inform users of expected response timeframes.
Follow/Subscribe
Many sites add optional signup boxes for:
While handy extras, opt-in boxes should not distract from core contact components.
Contact Us Page Template Examples
Now let’s look at some good Contact Us page examples from real eCommerce sites.
Everlane
Key strengths:
Clean simple layout focuses on key details
Direct contact options including phone, email, live chat
FAQ snippets answer common questions
Subscription incentivized with offer code
Everlane nails Contact Us page best practices in an elegant design.
Madewell
Key strengths:
Fun informal copy reinforces brand personality
Detailed FAQs with accordion expand/collapse
Eye-catching icons for contact options
Madewell adds stylistic flair while keeping critical info ultra-clear.
Hausmart
Key strengths:
Contact form front and center
Address shown on real store image
Direct links for email, chat, social support
Follow icons displayed prominently
Hausmart uses large visual elements to showcase contact methods.
Milk Bar
Key strengths:
Fun quirky brand styling
Links provided to policies showing legal compliance
Address map displays multiple locations
FAQ answers shipping, returns, accessibility queries
Milk Bar’s playful theme aptly matches their product while covering essential contact bases.
Optimizing Your eCommerce Contact Page for Conversions
Now that you’ve seen examples of effective Contact Us pages, here are final tips for optimizing yours to drive more sales:
Prominently display contact options
Don’t hide your channels in hard-to-see locations. Promote all options clearly near the top.
Be responsive 24/7
Commit to reliably monitoring and promptly responding across ALL listed contact methods.
Show real faces
Displaying photos of support staff makes your company more relatable. Visitors connect better with real humans.
List physical address
Showing a real street address boosts perceived legitimacy to increase conversion rates.
Funnel traffic to preferred channel
Testing which contact format best converts is key. Optimizing based on behavior beats guesswork.
We’ve covered why an informative Contact Us page is vital for every eCommerce site along with best practices for structuring yours. A visible, easy contact page lays the groundwork for building relationships through world-class customer service – driving more conversions.