Skip to content

The Essential Customer Service Information That Belongs On Your Website

The Essential Customer Service Information That Belongs On Your Website

All small business owners have one thing in common. We want our customers to have absolutely excellent experiences. That hinges on everything going perfectly – merchandise that doesn’t disappoint, superior customer service, packaging and shipping that’s nothing less than stellar.

Unfortunately, things don’t always go perfectly. Sometimes customers get disappointed. Something goes wrong, and they want the situation fixed. It could be something as simple as making an exchange or refund, or it could be a more complicated situation.

It’s a smart business practice to make resolving customer service issues as simple as possible for your customers. That’s a website design issue. Every business website needs a well-designed, easy to navigate Contact Us page.

On your contact page, you need the following information:

The customer service phone number and hours of operation.

It’s okay if you don’t answer your phone 24/7, but you need to let your customers know when they can expect to talk to a live person.

The customer service contact email address.

Make sure you have an autoresponder set up to acknowledge your customer’s email, thanking them for their contact, and letting them know how quickly they can expect a response.

Appropriate physical address.

For businesses that have a brick and mortar location, list your business address and hours of operation. If you have a separate mailing address, be sure to specify this on your contact page.

Links to your Facebook, Twitter, and other social media sites.

Be aware that increasing numbers of customers view social media as a customer service channel. This means that Twitter or Facebook could be the way they reach out to you with questions or complaints. Your social media strategy needs to include guidelines for acknowledging and addressing those concerns.

Think about the reasons your customers would be reaching out to you. What are the most common questions or problems that arise in your business? You may want to discuss these issues on your Contact Us page. Linking to your Shipping Page, Returns Policy, and FAQ page can answer your customers’ questions – before they have to ask!

Make sure that there are links to your Contact Us page on every single page of your website. You never know how customers are going to reach your website: they might land on a product page, for example, rather than your home page. Easy to find links to your Contact Us page streamlines the customer service process – and remember, the customer who has their problems resolved quickly is a happy customer!

Share This:

Book FREE Trial

We know that getting back into fitness is tough! Let us help you achieve your weight boxing workouts.

Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress


Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office