#WHITE PAGES CUSTOMER SERVICE TRIAL#

It’s easy for them to feel unimportant or ignored. Humanize your customer service teamĬustomers who are looking for help are often stressed and frustrated, and when they can only communicate with you through text chats or emails. Takeaway: Don't make people hunt for your contact page - stick with a standard location. For example, using both “contact” and “help” for different pages adds another decision point that can frustrate someone who needs to talk to support. It is clear they are driving phone support as the primary choice (a design decision I’ll cover later in this list).Īny of these terms will be recognizable to your customers, as long as you make them easy to locate and you pick a phrase that is not too similar to other links in your navigation. Squarespace covers all the bases, using “Contact Us” and “Help & Support.” Mixpanel directly links their support page, but they use “Documentation” as a navigation link.įreshbooks and Salesforce both show a phone number prominently in the header navigation and make it a clickable link to their contact options. Though contact page names varied between companies, these are the 3 most widely used terms: Which should you use? The header is often more visually prominent, but usability studies show that fat footer link blocks are easily found (and used) too.

There is a fairly even split amongst the 13 applications, half in the header and half in the footer (with a couple opting for both locations). Most of the SaaS companies I reviewed include customer support (help & knowledge base) options on their contact page and link to the contact page in the header or footer.

After reviewing 13 SaaS company websites, I identified 8 design principles that make an effective contact page. But there are best practices demontrated by successful SaaS companies that will help you improve your contact page.

#WHITE PAGES CUSTOMER SERVICE TRIAL#

There’s a reason for that: A well designed contact page directs people to the answers they need and helps them ask their questions more effectively, significantly improving their experience on your site.īut what constitutes a “well designed” contact page, and how do you know if you’re getting it right? Some of it is just trial and error, coupled with analytics from tools like Crazy Egg that allow you to visualize user behavior on your site. Yet the “contact us” page is still an essential part of every website’s architecture. In 2016, our design is flat, we hide our visitor counters and save animation for the gifs we share in Slack chat. The recipe for a website in 1995: Take one gray page, add a visitor counter, sprinkle with rainbow horizontal lines, insert poorly animated construction worker, add a “contact us” page and link the completed page to your web ring.Ĭonfused? Imagine a digital funhouse where bright colors, flashing lights and Comic Sans all compete for your attention at once.

White pages customer service