What should a contact page include?
Contact methods first and no sales copy, because people arriving there have already decided. Offer phone, form and email, state when calls are answered and how quickly enquiries get a reply, and add the practical arrival details — parking, which entrance, a photograph of the frontage.
Assume high intent
Someone on your contact page has decided. They are not being persuaded; they are looking for a method.
That means no sales copy, no repeated value propositions, no hero image taking up the screen. Contact methods first, everything else after.
Offer every method, plainly
Different people prefer different channels, and the same person prefers different channels at different times:
Phone. Prominent, as a tappable link, with the hours it is answered.
Form. Short. Three or four fields.
Email. A real address, written out. Some people want to send from their own client, with attachments.
Address. Full postal address if customers visit, with a map. If you are a service business with no premises for visitors, say the areas you serve instead — do not publish a home address and do not imply an office you do not have.
Messaging, only if it is monitored.
Set expectations explicitly
The most valuable sentences on a contact page are the ones telling people what happens next:
- "Calls answered Monday to Friday, 7am to 6pm."
- "Form enquiries answered the same working day."
- "For emergencies outside those hours, call — the line is diverted."
This is rare, easy, and it visibly reduces hesitation. Only state what you can actually hold to.
Route to the right place
A business with distinct needs should say who handles what — new enquiries, existing customers, accounts, suppliers. It prevents the wrong messages arriving in the wrong inbox and being answered late.
Keep it simple. Four routes is plenty; a directory of twelve departments is its own obstacle.
Practical details people actually need
If customers visit you:
- Parking, and whether it is free
- Which entrance, especially in a shared building
- Accessibility
- Nearby landmark, because postcodes are unreliable in newer developments
- A photograph of the frontage so it can be recognised
These sound minor and they are the difference between someone arriving relaxed and someone arriving irritated.
Get the map right
An embedded map is useful, but it is often the heaviest thing on the page and it loads third-party scripts. Load it on interaction — a static image that becomes an interactive map when clicked — rather than on page load.
Always include a plain text address as well. Maps fail, and the address is what people copy into their own navigation app.
Make the confirmation work
After a form submission, confirm on the page that it arrived, restate when they will hear back, and give the phone number for anyone who would rather not wait.
Test it monthly
Submit your own form, call your own number, and email your own address. Broken contact routes are common, they are silent, and they can run for months while you wonder why enquiries dropped.
Frequently asked questions
What should a contact page not have?
Sales copy, repeated value propositions and a large hero image. Visitors arrive already intending to get in touch, so the contact methods should come first and everything else after.
Should I publish my address if I work from home?
No. Say which areas you serve instead. Do not publish a home address and do not imply an office you do not have — both create problems, one personal and one for credibility.
What is the most valuable thing to add?
Explicit expectations — when calls are answered, how quickly form enquiries get a reply, what to do outside hours. It is rare, easy, and visibly reduces hesitation. State only what you can hold to.
Should I embed a map?
Yes, but load it on interaction rather than on page load, because it is often the heaviest element and loads third-party scripts. Always include a plain text address as well, since that is what people copy into a navigation app.
How often should I test the contact page?
Monthly. Submit your own form, call your own number, email your own address. Broken contact routes are common and silent, and can run for months while you wonder why enquiries dropped.