Shopify Contact Us Page: A Comprehensive How-To Guide

What do you usually do when you’re looking to learn more about an e-commerce company or shop? You navigate to either the “About Us” or “Contact Us” pages. When your website visitors visit those pages, your relationship with them is just getting started. These are one of the most essential pages on your online store. And the latter isn’t just another page on your Shopify store. It’s a vital part of your online store. Unfortunately, some Shopify merchants aren’t giving it the attention it deserves. 

If you want to learn how to create a good Contact Us page and why is it so important to have one on your Shopify store, or maybe you need some inspiration, read on. 

In this blog post, we’ll talk about: 

• What is the Contact Us page on Shopify?
• Do I need a Contact Us page on my Shopify store? 
• How to Make a Contact Us Page on Shopify?

What is the Contact Us Page On Shopify?

A “Contact Us” page on Shopify is a specific section of a Shopify store where ecommerce customers can find information on how to get in touch with your company. But it’s more than just a way for customers to get in touch with you. If your potential customers aren’t ready to buy your products or services and have some lingering doubts, having a contact page on your ecommerce store can convince them to stay and make a purchase. 

According to statistics, if there are no contact details or phone number on a company’s website, 44% of customers will leave. That’s enough reason for you to start paying attention to one of the most valuable pages on your website. Your customers can contact you immediately through your contact page. And they can do it without exiting their browser.  

The main goal of the “Contact Us” page is to make it as easy as possible for customers to reach out to you with their queries, concerns or feedback. The easier it is for customers to contact you, the more likely they are to have a positive customer experience. 84% of businesses that strive to improve customer experience report a rise in revenue. A “Contact Us” page is directly connected to customer experience as it facilitates effective and fast communication. Quick and accessible communication shows that the company cares about its customers’ opinions and is ready to help them promptly.

What are the forms of contact? 

Links to social media, a valid phone number, and email are important elements of a well-designed “Contact Us” page. 

The page includes various methods of communication, such as:

• ‍Email address: The most popular form of communication on a contact page is email. It allows customers to send any messages, send detailed inquiries, and doesn’t require an immediate response. 
• ‍Phone number: Some customers prefer speaking with a company representative directly. A phone number makes it possible for immediate, one-on-one communication. 
• ‍Physical address: It is beneficial to mention the address if the company has a physical location. For physical stores, this may be very important. Include an interactive map. It can be a helpful tool for customers who want to visit. 
• ‍Contact form: Shopify provides the functionality to set up a form on your page that customers can complete directly. This form can be tailored to request particular details, such as the customer's name, email address, and the specifics of their query.
• ‍Social media links: Many e-commerce businesses include links to their social media accounts. This enables consumers to interact with the company on platforms they are already familiar with. Plus, it can help you build a community around your e-commerce brand. 
• ‍Live chat: Some Shopify stores have a live chat option on their contact page. This makes it possible to interact with the customers in real-time as they browse the store. 
• ‍FAQs or Help Center: Certain businesses incorporate a link to their Frequently Asked Questions (FAQ) or Help Center on their contact page. This strategy can address routine customer queries, potentially eliminating the need for direct interaction with the business. This can save both you and your customers time.

These are some key forms of contact that you should include in your “Contact Us” page and that’s how you can improve customer trust, customer service and collect leads. 

Do I Need a Contact Us page On My Shopify Store?

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A “Contact Us” page is more than just a way for customers to get in touch with you. It’s an important element of your online presence that builds trust and provides customer support. 

Having an efficient Shopify Contact Us page enhances the credibility of your online business to your first-time visitors. It’s a perfect opportunity to check if the ecommerce website or shop is legit or trying to scam you. If there are tangible ways to reach you, such as through phone or email, it signifies that there’s a real person behind the business. It shows that your Shopify store is trustworthy and is a safe place to shop.

So, here’s how a contact page can improve trust between a business and its customers:

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‍Availability and accessibility: A Contact Us page shows that your online shop is available and accessible to your customers. It provides a direct line of communication where customers can reach out for support, inquiries, or feedback. The reason why your phone number should be listed on your contact page is that certain clients will always prefer to call and speak with you on the phone. But if you’ve got a small business, and there’s no one to answer the phone, then including an email will be more than enough. Proving a phone number, email or other contact details can lead to quicker resolution of issues, more personalized service, and overall higher customer satisfaction. All this can help you build trust with your customers.

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Transparency: Providing clear and multiple ways to contact the business (phone number, email, physical address, social media links, contact form, and live chat) demonstrate transparency. It shows that your e-commerce business is real, legitimate, and open to communication. Companies that are transparent about the information they provide, give customers a reason to continue to do business with them. 

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Professionalism: The contact page can show your website visitors that you are professional, well-organized and take your customer service seriously, and are committed to providing a good user experience. If your website has an up-to-date and clear contact form, it looks more professional and trustworthy. 

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This page should be easy to navigate. The strategic placement of this page means a lot. It can improve the appearance of your online store and show that you take the opinions of your visitors and current customers very seriously. 

Shopify stores are growing in numbers and with millions of them operating globally it can be challenging to build trust and show them that it is safe to make purchases from your website. That’s where the contact page comes in. The Contact Us page serves as the gateway to customer support. It’s where your customers can start the conversation with your company, and from there customer support begins. Your customers want to be sure that when they buy from you, someone will be there to answer their questions if there’s a problem with their order. Sometimes, the shipping company delivers the products far too slowly. Because of poor handling, water exposure and other factors that can affect an order, there’s a possibility that your customers’ goods will be damaged. A lost package may cause your customers to have a negative experience. Accidents happen and they are more common than one would think. But what’s even worse is that you cannot control the shipping damage. Sometimes it’s inevitable. With the contact page, you let your customers know that you’ll always be there to answer their questions if such a thing happens. 

Poor customer support can lead to lost Shopify sales and a negative customer experience. If you fail to offer customer support, you’re not just withholding assistance from your current customers, but you may also be deterring your soon-to-be customers. They will just turn away and navigate to another site. 

Customer support and contact page are related since customers frequently use the contact page as their main method of contacting customer support teams. Customers can use it to communicate their wants, worries or problems to the business and the business can use it to respond by offering help and support. By paying attention to their concerns and listening to their worries you can learn your customers better. You can analyze your target audience and understand customer psychology better. This can help you build strong relationships with your customers and it is a great opportunity to tell your customers or business partners that you are reachable. 

How to Make a Contact Us Page on Shopify?

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The “Contact Us” page is a must-have page on your online store. Adding a “Contact Us” page on Shopify shouldn’t be a problem. It is really simple. 

Before we get down to the technical aspect of the “Contact Us” page creation process, you might want to learn what Shopify Ecommerce Contact Us Page should include if you want to transform your website visitors into paying customers. 

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Best Tips for your Contact Us page on Shopify 

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‍Your contact page should be easy to navigate

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The contact page’s layout and design should be straightforward and easy to find. Make it easy for shoppers to contact you. You should think about including your Shopify Contact page in one of two places. 

1. The top navigation bar.
2. The footer at the bottom of your page.

These spots will be visible on every page, making it easy for your potential customers to find the contact information no matter where they are on your ecommerce website. 

See the example below:

The top navigation bar

The footer at the bottom of your page

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Keep it Simple 

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There shouldn’t be too many barriers between your website visitors and the contact details they need. Keep the text on your contact page short, nice, and clear. We often live in a hurry and don’t have much time. Your future customers want to discover your page easily, and they want to have the same experience once they get there. 

If you add a form make it easy to fill out. By lowering the number of fields that needs to be filled, you will improve customer experience drastically. Looking for a short contact form? Look no further. The example below is how your contact form should look like. The guys at HELM Boots know exactly what they are doing. 

 As you can see, this contact form is simple. It includes all the essential fields such as name, email, phone number, and the comment box. The users won't feel overwhelmed or confused when filling out.

Make sure that you don’t repeat the same things that you used on your “About Us” page. These are two separate pages but they are equally important. 

Don't forget to send your website users to a confirmation page that details the action they want to take once they submit a contact form. The power of a short statement like “We’ll be in touch by email” or “Expect a call within the hour” can make a difference.

Remember the less time your customers spend filling out your Shopify contact form, the more likely they are to call you. 

Suggested reading: How to Add an About Us Page on Shopify: An Ultimate Tutorial

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Provide multiple “Contact Us” options

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As a Shopify merchant without a physical location, you must provide means for your customers to get in touch with you virtually. There’s no point of having a contact page on your Shopify store if your online visitors can’t contact you. What’s more, people are different. Some of your customers would rather speak with you over the phone, while others would prefer an email. 

Having a range of communication channels available is crucial for providing round-the-clock, accessible support. Your customers can fix their problems even outside of your business hours with the help of self-service tools like knowledge base or FAQs. Your soon-to-be customers can get in touch with you through social media channels. The more contact information you can provide, the better. This includes:

• Your phone number
• Your email address
• Link to active social media accounts
• Contact forms
• Self-service resources
• Live chat

Let's take ZARA Contact Us page as an example. They sure know their audience.

The “Contact Us” page of ZARA provides several ways for customers to get in touch with their company. 

Here are the key points: 

• CHAT
• TELEPHONE
• FACEBOOK
• TWITTER
• INSTAGRAM

This is a great aspect as it caters to different preferences of customers as we’ve mentioned above. People are different and they have their own needs and preferences. What is convenient for one customer doesn’t necessarily mean that it will be convenient for another customer.  

When it comes to availability for chat and telephone support are clearly stated. In addition to that, they really care about their customers as it is accessible for visually impaired users. It is a huge advantage. It makes the site more user-friendly and it adds a human touch to the company. 

The fact that ZARA is present on some of the most popular social media platforms is a huge bonus. 

Additionally, you can provide business hours or provide a map of where your Shop is located. Only if you have a physical address.

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Include a Call-to-Action (CTA)

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Call-to-Action is not a new word but it is a word that most marketers are familiar with. Being an online retailer, you can use it on your contact page. Having a clear Call-to-Action in the “Contact Us” page can help you convert your website visitors into leads or customers. When someone lands on your contact page and doesn’t know what to do, this is your opportunity to encourage them to take action. Your customers should know what to do. 

Most of the contact pages have a simple message that doesn’t attract the attention of the website visitors. Some online retailers just don’t put a lot of creativity into CTAs. But when you’ve got a clever, bold, and eye-catching message you can get them to do pretty much anything. 

You can visit several Shopify stores and some of them will employ simple CTAs such as:

• Call This Number 
• Join our Email List

The fact that there’s no shortage of Shopify stores and most of them fail should motivate you to write a compelling CTA. You really need to catch their attention. 

Instead of Call This Number you can use the following CTAs such as:

• Call this number to get our low price now!
• Start your journey toward successful weight loss. Try us out! 
• Call us now for a free consultation! 

Instead of Join our Email List you can write the following messages: 

• Feed your brain. Subscribe to our newsletter. 
• Unlock your creativity. Register now. 
• Yes, tell me more about your guide. 

Here's a good example of effective CTAs:

Dr.Squatch has Call-to-Action buttons in a noticeable location and is placed right after the compelling promotional message  “FEEL LIKE A MAN, SMELL LIKE A CHAMPION. Natural products, designed for men, in fresh, manly scents.” This CTA is efficient because it appeals to the target audience’s desire to feel masculine and fresh, and it directly leads to the product page. There is a clear and direct invitation for a website visitor to start shopping. 

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Use reCaptcha to reduce spam and promote the right kind of contacts

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Using reCaptcha is a must. It can protect your Contact page from spam. It helps you to recognize and prevent automated spam by posing challenges that are difficult for bots to solve. It can help you determine whether your website user is a human or a bot. ReCaptcha makes sure that legitimate users can pass through easily, while suspicious activity is greeted with more difficult obstacles. 

By preventing spam, reCaptcha ensures that your online store’s resources aren’t wasted on dealing with spam messages. This can help you run your site more smoothly and efficiently. 

Besides, reCaptcha improves user experience. It allows you to respond to inquiries from genuine users. You don’t have to spend your time dealing with irrelevant messages. 

So, when you include reCaptcha in your Contact Us page, it can help you reduce the amount of spam you receive, and improve the efficiency of your operations and the user experience on your eCommerce website. 

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You need to include a Privacy Policy on your Contact Us page

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A “Contact Us” page often requires users to input personal information such as name, email address, or phone number. Some countries and states have passed privacy laws to protect the privacy rights of consumers. This collection and processing of personal data fall under the purview of various data protection and privacy laws globally, such as the General Data Protection Regulation (GDRP) in the European Union, the California Consumer Privacy Act (CCPA) in the US, and many others. 

Having a privacy policy won’t be enough. It needs to be accessible and compliant with all relevant laws. Your website users should have no problem understanding it. You need to assure them that their contact information will be kept confidential and will not be shared with third parties. If you aren’t sure how to create a privacy policy, you should consult a legal professional. 

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Now that you know what you should include, here’s how you build the “Contact Us” page on Shopify. 

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Step 1. Shopify Login 

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First things first, you need to log in to your Shopify admin dashboard. To do so, go to Shopify.com and click Log in.

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Step 2. Add a Contact Us page to your Shopify store

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From your Shopify admin dashboard, navigate to the “Online Store” section in the left-hand menu.

Click on it. You will see a drop-down menu.

Click on "Pages". 

Next, click the "Add Page" button located in the screen's upper right corner.

By doing so, there will be a new page.

In Shopify’s page editor, type “Contact Us” in the title field. I’ve already done it. 

Usually, the “Contact Us” page is a direct and clear call-to-action for your online visitors. However, if it aligns with your brand’s personality, you can rephrase it. 

Here’s what you can say instead of “Contact Us”:

• Get in Touch 
• Talk to Us
• Let’s Chat

In the content field, you can type any text you want. As you can see, I’ve already written the text content for this. But if you want you can leave this field blank.

The next thing you need to do is to choose “contact” from the Theme template drop-down menu in the Online store section. Selecting “Contact” will use the Shopify-created standard contact template. This will add a Shopify contact form as a result. 

Once you’ve included all the necessary information and are happy with your “Contact Us” page, save your page. 

Remember, based on the Shopify theme you’ve chosen, you may need to include the page in your navigation menu for it to be visible on your Shopify store. 

Creating a “Contact Us” page on Shopify is that simple. Through prompt customer service and attentive listening, the Contact page can significantly contribute to the success of your online business.

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Conclusion

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It doesn’t matter if you are building a new Shopify store, or redesigning your old one, having a well-designed “Contact Us” page is extremely beneficial for your ecommerce business. You should know how to do it right. Your website visitors or current customers are more likely to return to your website if you make it simple for them to contact your business. With a great "Contact Us" page your customers will feel more satisfied. The page is crucial in building long-lasting relationships with customers. This article will help you set up a perfect Shopify Contact Us page on your online store. Be the brand that knows how to make a great contact us page on Shopify that transforms online visitors into loyal customers. Get started today.