How to Create the Perfect Shopify Contact Us Page

December 13, 2019
Boris Mustapic

How to Create the Perfect Shopify Contact Us Page

December 13, 2019
Boris Mustapic
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Looking to create a Contact Us page on Shopify? We're here to help you out.

We’ll go over the importance of having a contact page, as well as provide you with recommendations for Shopify apps to help you customize one to suit your needs.

The Importance of Having a Shopify Contact Us Page

A contact page can help reassure customers you’re running a genuine business and that you care about them. The latter is especially true if you include other contact information on the page, such as your mailing address or phone number. A Contact Us page will help customers feel more confident about making a purchase since they know they can contact you with any issues about their order.

Having a highly visible contact page that’s easy to access can also help you generate more sales. If a customer has a question or two they’d like answered before committing to a purchase, they can use the contact page to reach you and get the information they need quickly.

How to Create a Shopify Contact Us Page

To create a page for your Contact Us section, go to Online Store > Pages > Add page.

Type a name for your page in the Title box and any text you want displayed above your contact form in the Content box.

Shopify Contact Us Page

Go to the Template section, select "" as the Template suffix and click Save.

Template section

That’s it! You’ve added a Contact Us page to your Shopify website.

Depending on your theme, you might have to add the page to your navigation menu so a link to the page can be displayed on your website.

Pro tip: You can use Shogun to add a Contact Us page to your Shopify store even quicker. Shogun’s drag-and-drop functionality also allows you to customize every aspect of your contact page without writing a single line of code.

Submissions and Spam

By default, all contact form submissions are sent to the email address listed under General settings in your Shopify store.

Shopify also has its own spam filter system which can help you separate genuine requests from spam submissions. Any submission that Shopify considers spam will have its subject line prefixed with [SPAM], so you’ll be able to notice it easily.

Best Practices for Your Shopify Contact Us Page

Now that you’ve learned to add a Contact Us page to your Shopify store, we're going to review best practices. Here are nine things to keep in mind to ensure visitors don’t have any issues filling out your contact form.

1. Make it Easy to Find

There’s no use in having a Contact Us page if no one can find it.

Make it easy for customers to find your contact page by including links to it in the two places where it makes the most sense: your main menu and the footer.

Ideally, every page on your website should include a link to your Contact Us page.

haus homepage

You should also name your contact page in such a way that customers will have no problems figuring out its purpose. Widely used titles for contact pages include:

  • Contact
  • Contact Us
  • Support
  • Customer Support
  • Help

2. Keep it Short

Most people are impatient when it comes to filling out online forms. That’s why you need to make it as easy as possible for them to complete your contact form.

One way you can do this is by keeping the form as short as possible — only include fields that are absolutely necessary. By keeping it short, you also reduce the chances of annoying customers who might already be agitated because of an issue with their order or a bad experience using your website.

Biko homepage

Start by removing all optional fields. If they’re optional, you don’t really need them, do you?

Remember that customers might not notice the label straight away, and decide that your contact form is too long and simply close the page.

You should also try to order the fields in your contact form from easiest to hardest to fill out. Asking difficult or open-ended questions in the beginning might discourage customers from filling out the form, so make sure to ask those types of questions at the very end.

Asking easy questions (such as the customer's name or email address) first will increase the chances of customers filling out your form. Once they fill in one or more fields, they’ll feel invested in the form and be more likely to complete it.

If possible, try to replace at least some of your input fields with drop-down menus or radio buttons. The less typing customers need to do, the more likely they are to complete the form.

3. Include Contact Information

Apart from having a contact form on your Contact Us page, it’s also good practice to include your contact information so that customers have alternative ways of reaching you.

Key|Smart homepage

Contact information you might want to add to your Contact Us page includes:

  • Physical address: Including your physical address on your page will give your business more credibility and provide customers with an idea of where their order might ship from and possibly need to be returned.
  • Phone number: A lot of people still prefer calling a business directly instead of filling out a form or sending an email. Cater to these customers by including your business’ phone number on your contact page.
  • Email address: Again, some people might feel more comfortable sending an email instead of filling out a form. Include your email address on the contact page in case a customer wants to email you directly.
  • Social media handles: Some of your customers are likely used to communicating with businesses through social media. These types of customers will prefer to reach you via your social media pages, so make sure to include links to those on your Contact Us page.

You can also include your business hours or display a map that shows your physical location.

The Modern Shop homepage

4. Add a Call-to-Action

The call-to-action serves to tell your customers what they need to do to proceed to the next step. 

It’s a crucial part of your contact page. That’s why it needs to stand out and be the first thing people notice once they visit the page.

One of the easiest ways to make your CTA stand out is to make it a different color from the rest of your page. Use a contrasting color for your CTA (e.g., if your website’s background is white, make your CTA red, blue or orange).

Your CTA’s text needs to be specific — don’t use "Submit "or "Click here" as your CTA text. A CTA on your Contact Us page should say something like "Get help" or "Get in touch."

5. Show Off Your Brand's Personality

Your contact page should reflect your brand’s personality. Avoid creating a bland, generic contact page because this can make customers feel that the entire interaction is going to be impersonal and inauthentic. Use clear and concise language, too, so your customers will have no problems understanding what they need to do to move to the next step.

Apart from the tone of the copy you use on the contact page, you should also make sure the design of the page matches the rest of your website.

So Worth Loving homepage

6. Enable Autofill

Most forms on the internet ask for the same information: first name, last name, email address, etc.

People get tired of typing in the same information over and over. That’s why most of today’s internet browsers offer an autofill feature that makes filling out forms easier.

To take advantage of this, you’ll need to enable autofill on your contact form. This will make it easier for customers to fill out your form and increase the chances of them completing the form in its entirety.

7. Make Sure it's Mobile-Friendly

One-third of all ecommerce transactions are completed using mobile devices, so it shouldn’t be a surprise that a lot of your customers will be visiting your contact page by using their mobile device.

Don’t make the mistake of assuming that your contact page will work fine on mobile devices just because it doesn’t seem to provide any issues on desktop.

Remember that mobile users won’t be interacting with your website in the same way that desktop users will. They won’t have a mouse or a touchpad at their disposal — they’ll be navigating your website by using their fingers.

It’s harder to type in information on a mobile device, so work on reducing the amount of information you request from customers. Use a bigger font to make things more readable.

Opt for large buttons and input boxes, and make sure to leave a lot of space between different website elements to reduce misclicks.

8. Use reCaptcha

Many businesses use some form of captcha to prevent getting spam through their contact page.

While this is a good way to reduce the number of spam requests you receive, it can also deter and frustrate customers who are trying to reach you with an actual issue or request.

They might not be able to see the captcha image clearly or have trouble typing it in. This increases the chances of customers giving up on filling out the form completely.

We’re not saying you shouldn’t have some form of verification on your contact page. However, you’re probably best off getting rid of captcha and using reCaptcha instead.

reCaptcha example

With reCaptcha, users can simply mark a checkbox that states “I’m not a robot” to complete the verification. The reCaptcha system will analyze their behavior and determine if they’re an actual human or a spambot.

This helps to keep your contact form user-friendly and safe at the same time.

9. Be Responsive

Optimizing your contact page to convert as many requests as possible doesn’t mean anything if you don’t respond to those requests in a timely manner. Try to respond to customer requests as soon as possible. 

Use your contact page to let customers know when they can expect a reply from you. You can do this by displaying the operating hours of your customer service team or by showing your average response time.

Tommy John contact page

Alternatively, you can send an automated email to everyone that made a submission through your contact form, informing them that you received their request and letting them know when they can expect to get a reply.

Shopify Contact Us Page Apps

These three apps can help you create the perfect Shopify Contact Us page.

Easy Contact Form by Zotabox

Easy Contact Form is a Shopify app that helps you upgrade your contact form by allowing you to add background images, attachments, custom fields and an autoresponder.

The contact form created with Zotabox’s app is very mobile-friendly and can be integrated with a variety of email marketing services, including Mailchimp, AWeber, GetResponse and Constant Contact.

Easy Contact Form comes with a free 30-day trial. Once the trial is up, you’ll need to choose one of the paid plans that start at $9.99/month.

Improved Contact Form by Awio

The Improved Contact Form app can get you set up with a contact page quickly and easily. You can also use it to add a Contact Us button to the corner of each page on your website, making it easy for your customers to find out how to reach you.

Awio’s contact forms come with built-in spam protection and a completely responsive design. It integrates with Mailchimp and Constant Contact.

The app is free for up to three contact forms. If you need additional contact forms and advanced features, you can opt for a paid plan that starts at $12/month.

Contact Form by POWr

Contact Form by POWr allows you to create as many contact forms as you need. It supports a variety of form fields, including dropdowns and checkboxes.

POWr’s app provides you with a built-in dashboard that you can use to view and track all the requests you get through your contact form. You can also set up email alerts and text notifications that will notify you as soon as someone fills out your contact form.

Contact Form by POWr can be integrated with a number of popular apps, including Zapier, AWeber, Constant Contact and Salesforce.

The forms created by the app are completely responsive and highly customizable. You can use POWr’s app to modify every part of your contact form, including fields, fonts, colors, borders, etc.

The app is free for up to 25 form submissions per month. Paid plans start at $8.99/month.

Boris Mustapic

Boris Mustapic is a writer and content marketing specialist with a decade of experience in the digital marketing industry. Having built his own successful ecommerce business, he likes to share his knowledge with ecommerce enthusiasts. Apart from writing about marketing and ecommerce, Boris also enjoys a good book and a glass of red wine.