Are you afraid of the phone?

In an ideal world all your visitors find what they’re looking for on your site all the time. They order online and don’t cause you any trouble. They don’t send you any pesky emails and they certainly do not want to call you on the phone. But this isn’t an ideal world. It’s the real world, where people do have questions and do want to call you. Let them.

‘It’s cheaper if they don’t call us’

Obviously it’s cheaper for your company if people just use your website instead of calling you on the phone. But sometimes people have questions they prefer to ask by phone. Don’t make that unnecessarily hard.

If they want to call you, they will call you

Some companies are so afraid of phonecalls from customers or potential customers that they hide their phone number or simply don’t put it on their website. Unless you’ve got an unlisted secret number people can’t look up in the Yellow Pages, I wouldn’t do that. People who want to call you will call you. Whether you like it or not.

If you force people to go to great lengths to find your phone number, they generally won’t be very friendly when they finally get you on the phone.

Or worse, if they can’t find your number, they simply won’t buy your product. Not on your website and not in the shop. You’ve angered them. Why should they give you their money?

Example: Isabel


Want to contact Isabel? This form’s it. At least, that’s what I thought. But then some people pointed out to me I had to go the Support section, called ‘Find the solution yourself’ (I gave up my search as soon as I saw ‘Find the solution yourself’: surely they’re not going to give me a phone number here?) and somewhere in there are all the phone numbers you could ever want. But as I said, I gave up before I could find them. And I’m sure a lot of other people would too. 

Put your phone number on your contact page

If people want to call you, they’ll look for a link ‘Contact’ or ‘Contact us’. Because that’s where they expect to find your phone number. So put it there.

Some companies put their contact details, including their phone number, in the footer of every page. That’s great, but that doesn’t mean you shouldn’t put it on the ‘Contact’ page anymore. Not everybody looks to the footer for contact information.

Don’t hide your phone number below the page fold on the contact page. And definitely don’t put it underneath a form. A lot of peoplke will see the form and simply assume that’s all there is. They won’t scroll down and they won’t see your phone number.

Example: AVEVE


The phone number is in the footer. But you can’t see that without scrolling. And because there’s a form there, a lot of people won’t scroll and they won’t find it.

Put your phone number on other pages too

If you don’t suffer from phone phobia, it’s probably a good idea to put your phone number on other pages besides the contact page as well.

A lot of people use the web to look up information. But when it comes to the final decision, they prefer to use the phone. To ask that final question or to place the order. ‘Just to be on the safe side.’ Make sure that’s easy. Put your phone number on those crucial pages.

Example: Share


If you want to open an account at Share, they prefer you to do that online. That makes sense. It costs them the least. So they put that option first. But they also realize that you might not want to do it online and rather than losing you as a customer altogether they offer other options as well, including a phone number.


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