Great customer service is the key to fostering loyalty and repeat purchases, and this starts with setting up your site so customers can reach you and review your policies.
This guide shows how to use Squarespace's built-in tools to display your contact information, communicate about orders, and address issues before they arise.
Tip: To help customers find important legal notices, visit Sharing policies and terms on your site.
Help customers contact you
Providing accurate contact information or another way for customers to reach you is a good business practice and is required per our Terms of Service. Here are some ways you can do this:
Create a contact page
A contact page is the best way to let customers know how to contact you. We recommend keeping this page in your Main Navigation so it's easy to find. To learn more, visit Creating a Contact page.
We recommend using a Form Block to create a contact form. You may also want to include your store's general email address (make the email address a link), phone number, and address if your store has a physical location.
Tip: Certain templates like Montauk and Adirondack display contact information or forms in the header area.
Add contact information to a footer
If your template supports footers, this is a great place to add an email address, phone number, address, or Form Block. To learn more, visit adding content to a footer.
Display social icons
You can add social icons to your site to encourage customers to engage with you on Twitter, Facebook, and Instagram, Pinterest, and more.
Add a Mobile Information bar
Enable the Mobile Information Bar to display your contact information at the bottom of your site when viewing it on a mobile device.
Use Live Chat
Live chat is a great way to provide real-time support to your customers. If you use live chat software, you might be able to embed it on your site using custom code.
Communicate with email notifications
Customize standard messages
Squarespace sends automatic emails to customers when their orders are placed, fulfilled, or cancelled. Customizing these emails is a great way to extend your store's brand and include helpful information. For help with this, visit Commerce email notifications.
For example, the Order Fulfilled notification includes a clickable tracking number. You can also add that you tend to ship items on a specific day of the week. You can even link to an FAQ page.
Set up Reply-To fields
If a customer receives an Order Confirmation or Shipping Notification email and has a question, their first instinct may be to reply directly to that email.
By default, the address they reply to will be “[email protected],” which means your customer's email won't reach you and they won't receive a reply. Since today's customers expect speedy service, we strongly recommend changing the default Reply-To address. To do so:
- In the Home Menu, click Settings, and then click Notifications.
- In the Customer Support Email: Reply-To field, enter the email address you'd like to use to correspond with customers.
- Click Save.
Note: We recommend leaving Customer Support Email: From as [email protected] to prevent notification emails from being mistakenly marked as spam.
To learn more, visit Notifications settings.
Add contact information to notification emails
You can add your contact information to the footer of your notification emails. To learn more, visit Order emails.
Send personal messages
If you need to contact a customer about an order, you can send them a message from the Email Notifications tab of the order.
Display important information
Providing answers to common questions and displaying store policies helps reduce confusion and unnecessary back and forth emails with customers.
Create an FAQ
Create an FAQ page or add some FAQs to your contact page. By supplying answers to common questions about your policies or products, you'll eliminate the need to respond to repetitive emails. You can use heading tags to prominently display questions. For help using headers, visit Format your text.
Display store policies
You can inform customers about important privacy policies, return policies, and terms of service at checkout. To do so:
- In the Home Menu, click Settings, and then click Checkout.
- Scroll down and click Checkout Page: Store Policies, then enter your policy text in the relevant fields.
This information is available at the bottom of the checkout page. To learn more, visit Checkout Settings. You may also want to make this information available by including links in the footer or adding these policies to an FAQ.