We love helping businesses build beautiful websites, but a strong website needs more than pretty pictures and colors. It must guide viewers to the information they want in an easy, fast way. One of the most frustrating things I find with websites is not knowing who’s behind their company or how to contact them.
The Neilson-Norman Group released their research on Contact Us pages a few weeks ago and we could not agree more with their findings. I nodded my head as I read each point of their report. They were describing so many of my own complaints about website contact pages.
I’ve linked the report above and strongly encourage you to read it and find out if your website is pointing people in the right direction or giving them a headache. The most important points I found in their report include:
- Location of Contact Us link should be in the upper right menu AND in the footer.
- Contact Us pages should have an actual address.
- Contact Us pages need at least one phone number.
- Do not use a form alone and call it good.
- Use chatbot and social media as additions to other contact options not as a replacement.
Let’s talk about that last point for a minute. We’ve read a ton of reports saying millennials prefer to interact digitally instead of over the phone. While that’s true, sometimes a question needs a real-time answer from a real person. Plus, your audience is rarely a single age group.
Chatbots, if handled correctly, can improve your customer service. Earlier this year when I was planning a vacation, I interacted with a chatbot on Disney’s website. The person answering my question responded in character and made the entire experience delightful. On the other hand, I interacted with a chatbot on an office products website last year and they were less than helpful.
The report includes examples of what to do and what not to do, as well as solutions for companies with multiple locations both domestically and internationally. In other words, read the report already.
One other point I’ll pull out that I found interesting is including contact information in a second language. Your audience demographics will dictate which languages you choose, but it’s a great way to stand out from your competition.
If your website isn’t as functional as you’d like, we’d love to discuss options that meet the mark for beauty and functionality for your company. Give us a call at 662-869-8665.