Building Trust Through Accessibility

Yellow retro phone on a yellow background to illustrate the importance of contact information on a website

It’s safe to say that if your contact information is hard to find on your website, people are going to give up and move on. Clear contact information is essential for building customer trust and making sure your website doesn't feel like a black hole. Through providing multiple easy ways for people to reach you, you create transparency, improve user experience, and make sure visitors stick around. Let’s take a look at how to make contact information easy to find and why it’s so important for both trust-building and SEO.

Why Clear Contact Information Matters

Picture this: you're browsing online, thinking about making a purchase, but there's no clear way to contact the company. Feels sketchy, right? It makes you wonder if they’re even a legit business or if there's just a robot behind the scenes. For most it’s a red flag and move!

Providing multiple ways for customers to connect (whether via phone, email, or even social media) shows you're open, transparent, and that there are real people behind the scenes who care.

It’s not just about trust, though. Clear contact information also helps your SEO. Search engines like Google consider trustworthiness and user experience when deciding rankings. When your contact details are easy to find, it tells search engines that your website is credible and user-friendly. Google’s Quality Rater Guidelines actually point out that having accessible contact information is especially important for sites that handle money or sensitive info. So, it's not just about helping your customers… it’s also about keeping Google happy and getting more visitors.

Going Beyond the Contact Page

Sure, having a dedicated contact page is important, but it shouldn't stop there. Don’t make people play hide-and-seek just to find out how to reach you. Here are some ways to make sure your contact details are always easy to spot:

Header and Footer Accessibility: Put your phone number or a link to your contact page right in the header and footer. That way, no matter where someone is on your site, they can see it. This doesn’t just make it easy for users; it’s also a nice little SEO booster. The easier you make it to reach you, the better your engagement, which search engines love.
Floating Action Button (FAB): Ever scroll down a page and think, “Where the heck is the contact info?” A floating action button solves that problem. If you’re a Squarespace user we’ve got a Floating Action Button plugin for Squarespace that keeps your contact options visible as visitors scroll. Whether they want to send an email, make a call, or fill out a form, it’s all just a click away. Plus, it improves user experience, by keeping people engaged.
About Us and Service Pages: Think about adding contact links or even a direct phone number at the bottom of key pages like "About Us" or service pages. If a customer has made it all the way down one of those pages, chances are they’re interested. Don’t make them search for how to get in touch, give them the info right there. It’s good for conversions and keeps people happy.

Best-in-Class Examples

Screenshot of Apple Support and Contact Page to Illustrate the importance of contact information for a website — Apple Support Page

Apple: Apple makes sure their contact info is easy to find all throughout their support pages. The footer has clear links to customer service, making it super simple for users to get help when they need it. This seamless experience makes users happy, and happy users stick around longer.
Take a look at your own website—are you making it this easy?

Screenshot of John Lewis Contact Us page to illustrate the importance of contact information on a website — John Lewis Contact Page

John Lewis & Partners: John Lewis nails it when it comes to contact options. They offer social media links, a phone number, and even their physical address, all highly visible. This makes them seem transparent and approachable, which helps boost trust.
Are you giving your customers enough ways to contact you?

HubSpot: HubSpot offers a comprehensive Contact Us page, providing users with multiple avenues to reach their team, including phone numbers, email addresses, and a contact form. This approach ensures that users can easily find the support they need.
Think about whether your contact info is there when users need it most.

Consider Adding Visual Elements

Icons for phone, email, and chat options can make contact info pop. People tend to recognize icons faster than reading text… after all, it’s quicker to spot a little phone symbol than to search for a word. Even an image of your customer support team or your physical office can make a big difference, showing there are real humans behind your brand.

Plus, visuals aren’t just pretty, they can help with engagement. A well-designed page that catches the eye keeps people on your site longer. The longer people stay, the more likely you will covert. Think of how hard your local supermarket works to keep you there as long as possible to see more offers and spend more.

What Works Best for You?

Different businesses need different contact setups. For an eCommerce store, live chat or a clearly listed customer support number can make a big difference. For a consultancy, a quick and easy form to book a meeting might be the key. Think about what your customers want and make sure they can find it.

Keep It Updated

Nothing ruins trust faster than outdated contact info. If your number changes or you move offices, update it everywhere… and do it quickly. Test your contact forms regularly too, to make sure everything’s working as it should.

Checklist for Keeping Contact Information Updated:

Make sure your phone number, email, and address are always current.
Update your Google My Business listing if anything changes.
Test contact forms regularly.
Keep social media profiles up to date with consistent contact info.

Keeping contact info up to date across all platforms (including social media) is crucial, especially for local businesses. Google likes consistency, and having the same details everywhere helps with local search rankings. It also reassures users that your business is legit.

Making your contact information clear and easy to find isn’t just about convenience. It’s about building trust and encouraging engagement. Need a hand making your contact details more accessible, or interested in features like our Floating Action Button? We’d love to help. Reach out to us at letstalk@usual.ie. Let’s make it easy for your customers to connect with you!

Why is Clear Contact Information Important for a website?