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7 Info Pages You Need to Win Your Customer’s Trust

by | Apr 25, 2017

7 INFO PAGES YOU NEED TO WIN YOUR CUSTOMER’S TRUST

With scammers, theft and hackers about, you need to go the extra mile and prove to your customer that they can trust you.

You can do that by following our instructions on what to include and how to add these 7 info pages to your site.

Chances are they’ve made it to your website because they’re interested in what you have. But they might have been stung ordering online previously. Or it might be their first time buying online.

And just liking your product or service isn’t enough for them to make a purchase.

By having a well written About, Contact, FAQ, Shipping, Terms, Privacy Policy, and Returns Policy – you can effortlessly buld that trust with your customer so they feel safe enough to give you their details and money.

If your customer has come to either of the 7 pages listed above, it’s because they want to know more. They either have a question or need reassurance that they can trust you.

So give them what they want.

  1. AN INTERESTING ABOUT PAGE
    WHO YOU ARE & WHY YOU DO WHAT YOU DO
    This is often the page that most struggle with. And that’s because they don’t have a clear USP (unque selling point). What is it that sets you apart from the rest? How are you different to your competitor?

The customer has come to this page because they want to know more about you, your brand, and your mission.

Why did you start your company? What problem are you solving? How are you going to help the customer?

If you want to show that your company has a friendly face, you can introduce yourself and your team members. Add photos of yourself, your staff, the office, early production photos – anything that helps the customer relate more to your brand.

THEY WANT TO KNOW:
Why you started your brand
What problem you are solving
How you’re going to help them
Introduce your team
Show photos of behind the scenes

  1. AN INFORMATIVE CONTACT PAGE
    EMAIL, PHONE, ADDRESS
    Every page on your website is an opportunity to connect with the customer.

Most people leave the contact page as just a contact form and that’s it. Don’t be like them.

Why would someone come to your contact page?

Because they need help, they have a question, want to return something, want to see where their nearest store is, or maybe the want to call and see when you close.

Make this information easy to find. Otherwise they’ll head to your competitor who has all of this info readily available.

Also remember to say when they can expect to hear back from you. An example would be:

“Fill in the form below and get a reply back within 2 hours.”

THEY WANT TO KNOW:
Your mailing or physical address
Store locations with a map
Your phone number
Your hours
Link to your FAQ regarding shipping & return queries
A timeframe they can expect to hear from you (e.g. within 24 hours)

  1. A DETAILED SHIPPING PAGE
    HOW MUCH, WHERE TO, HOW LONG
    This will be one of your most visited pages. So don’t leave anything to question.

Your customer doesn’t want to add something to their cart then have to add their details at the checkout to find out how much shipping will cost.

It’s too much effort.

And they’ll just go somewhere else. Especially if they know what your competitors shipping costs are.

they want to know:
How much shipping will cost
Do you offer free shipping?
Where you ship to
When their order will be sent
When they can expect to receive it
Will their order be tracked
Where it’ll be sent from

  1. A RETURN & REFUND POLICY
    RETURNS, REFUNDS, GUARANTEES, EXCHANGES
    Because Shopify allows you to automatically generate this information, doesn’t mean it’s ready to show the world.

You need to go through it and edit it to suit your store and your own policies.

You will find a lot of areas that say “(if applicable)” after the heading. This is for you to remove. It does not apply to the customer.

Make your return process easy to understand. Let them know how many days they’ve got to bring up an issue with you. Do you replace faulty products? Do you accept opened products?

Describe your refunds process. Do you offer refunds? Do you have a ‘risk-free-money-back’ guarantee? If so, do they need to pay for shipping the product back to you?

When can they expect to receive their refund? Do you allow exchanges for other products in your store?

THEY WANT TO KNOW:
If they change their mind, can they return it?
Do you accept returns?
What’s your refund process?
How long do they have to raise an issue?

  1. A TERMS OF SERVICE
    WHAT THE CUSTOMER AGREES TO
    Another generated block of information provided by Shopify. The information Shopify generates is fairly standard. A great starting point but definitely not a finished product.

Like the Return & Refund policy, you’ll need to read through it to make sure it aligns with your brand and how you do things.

Not many people will visit this page. Only the ones who need reassurance that they aren’t selling you their soul.

  1. A PRIVACY POLICY
    WHAT YOU DO WITH THEIR INFORMATION
    This information can also be automatically generated within Shopify.

It tells your website user what you do with the information you collect from their visit.

The privacy policy outlines that you use Shopify and the type of security that Shopify supplies.

It also explains what cookies are stored and how they can delete them if they wish.

  1. A To THE POINT FAQ
    A round up of your info pages
    Your FAQ should be clear, concise, and informative. Not long-winded walls of text.

It should include the questions you think your shopper might have, as well as questions that customers have asked in the past.

Give short answers and link to your pages for more information.

THEY WANT TO KNOW:
Where you ship to
How much shipping is
How to contact you
Your return policy (e.g. 30 day money-back guarantee)
Your refund policy (what happens if the product is faulty)

Put your info into action
You’ll win customers over by giving them what they want – enough info to know they’re making the right choice buying from you and not your competitor.

You can generate your Terms, Privacy Policy, and Refund information from within your Shopify store. In your admin go to Online Store ➔ Checkout. Scroll down and you’ll see them there.

REMEMBER
Copy and paste this information on to a page, otherwise your shoppers can’t see it other than at the checkout.

NEED HELP?
Not a problem. Get help with ShopHelper.

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Stephani Lord-Harman
Marketing Copywriter

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