Contact Information Setup
Configure contact methods and communication channels for customer engagement
Why Contact Information Matters
Clear, easily accessible contact information builds trust with customers and reduces friction in the buying process. When customers can easily reach you, they're more confident making purchases. Missing or unclear contact details can cost you sales and customer loyalty.
✅ Benefits of Clear Contact Info
- Builds customer trust and credibility
- Reduces customer anxiety about purchases
- Provides support for pre- and post-sale questions
- Increases conversions (less checkout abandonment)
- Improves customer satisfaction and loyalty
- Shows you're a legitimate, accessible business
Essential Contact Channels
1. WhatsApp (Recommended)
WhatsApp is ideal for online shops. It's where your customers are:
Why WhatsApp?
- Popular messaging app worldwide
- Real-time communication with customers
- Can share product images and videos instantly
- Free to use (no SMS costs)
- Customers feel more connected to businesses
- Good for handling orders through chat
How to Set Up
- Download WhatsApp Business (if operating at scale)
- Add a business description and hours
- Verify your phone number
- Add your shop link to WhatsApp profile
- Set up quick replies for common questions
- Enable business notifications
WhatsApp Number Format
Always use full international format: +234XXXXXXXXXX (include country code)
2. Email
Professional email address for formal communications:
Email Types to Set Up
- info@yourdomain.com - General inquiries (preferred)
- support@yourdomain.com - Customer support
- sales@yourdomain.com - Sales inquiries
- noreply@yourdomain.com - Automated order confirmations
Email Best Practices
- Use a professional domain email, not Gmail/Yahoo
- Check email regularly (at least twice daily)
- Respond within 24 hours
- Create email templates for common responses
- Set up email forwarding if needed
- Use email signature with shop details
3. Phone Number
Direct phone contact for urgent matters:
Phone Setup Recommendations
- Use WhatsApp-enabled number (easier for customers)
- Include country code for international customers
- Consider toll-free number for larger businesses
- Have backup number during peak periods
- Set up professional voicemail with shop hours
Format Recommendation
Display: +234 (XXX) XXX-XXXX (easier to read than long string of numbers)
4. Instagram Direct Messages
Great for social-first customers:
- Many customers prefer sliding into DMs
- Link your shop to your Instagram profile
- Set up Instagram Business Account for features
- Enable "Order Inquiries" messaging prompt
- Respond quickly - Instagram users expect fast replies
- Use auto-replies for after-hours
5. Facebook Messenger
Facebook page messaging for broader reach:
- Create Facebook Business Page for your shop
- Enable Messenger on your Facebook page
- Set up auto-replies for frequently asked questions
- Link to Facebook page from your shop
- Monitor messages regularly
Setting Up Contact Information on Your Shop
Shop Contact Page
Create a dedicated contact page with all your information:
What to Include on Contact Page
Footer Contact Information
Display essential contact info in shop footer:
Minimum Footer Info
- Email address (clickable mailto: link)
- Phone number (clickable tel: link)
- WhatsApp link (clickable WhatsApp link)
- Social media icons (links to profiles)
- Business hours (or "24/7 Online")
Header/Navigation Contact Info
Make contact easily accessible:
- Add WhatsApp button in top navigation
- Include phone number in header
- Add chat widget if available
- Create "Contact Us" link in main menu
- Display response time promise ("Usually responds in 1 hour")
Communication Best Practices
Response Time Standards
✅ Response Time Goals
- WhatsApp: 30 minutes to 2 hours (real-time is best)
- Email: Within 24 hours (preferably same day)
- Instagram DM: Within 4 hours during business hours
- Facebook Messenger: Within 24 hours
Working Hours
Be realistic about your availability:
- Set clear business hours (e.g., 9 AM - 6 PM)
- Let customers know when you'll respond
- Set auto-replies for after-hours
- Include response time estimate: "Replies within 2 hours"
Professional Communication
- Always use proper grammar and spelling
- Be friendly but professional
- Address customers by name when possible
- Thank them for their inquiry
- Provide clear, direct answers
- Follow up if needed to ensure satisfaction
- Use professional email signature
Common Questions to Address
Prepare answers for frequently asked questions:
- "How much is shipping?"
- "Do you deliver to [location]?"
- "What's your return/refund policy?"
- "How long does delivery take?"
- "Do you have [product] in stock?"
- "What payment methods do you accept?"
- "Can I customize/personalize an order?"
- "Do you offer bulk/wholesale pricing?"
Setting Up Auto-Replies
Why Auto-Replies Matter
Automatic replies let customers know you received their message and when they'll hear from you:
WhatsApp Auto-Reply Example
"Thank you for reaching out! We received your message and will respond within 2 hours during business hours (9 AM - 6 PM). We're here to help! 😊"
Email Auto-Reply Example
"Thank you for contacting us! We've received your email and will get back to you within 24 hours. If you need immediate assistance, please reach us on WhatsApp: +234XXXXXXXXXX"
Instagram Auto-Reply Example
"Hey! Thanks for messaging us! We usually reply within a few hours. For the fastest response, hit us up on WhatsApp: +234XXXXXXXXXX 💬"
Auto-Reply Best Practices
- Be friendly and professional
- Include expected response time
- Provide alternative contact method
- Include your business hours
- Thank them for contacting you
- Add a personal touch with emoji (if appropriate)
Privacy & Data Protection
Customer Privacy Considerations
Protect customer information when collecting contact details:
⚠️ Important Guidelines
- Only collect necessary information
- Protect customer phone numbers (don't share)
- Secure email addresses from spam
- Use secure messaging (no unsecured channels)
- Follow data protection regulations
- Be transparent about how you'll use data
- Don't spam customers with unwanted messages
Common Mistakes to Avoid
🚫 Missing Contact Information
No contact info on your shop scares away customers. Always include at least email and WhatsApp.
🚫 Incorrect Phone Numbers
Always double-check your phone number. A typo means customers can't reach you.
🚫 Slow Response Time
Customers who can't reach you or wait days for replies will go to competitors.
🚫 Unprofessional Communication
Sloppy responses with bad grammar hurt your credibility.
🚫 Hidden or Hard-to-Find Contact Info
Contact details should be prominent and easy to find, not buried in footer.
🚫 No Auto-Replies
Customers feel lost when they get no response, even automated, to their message.
Tips for Success
⚡ Be Responsive
Fast response time builds trust and increases conversions.
📱 Prioritize WhatsApp
It's where most African customers prefer to communicate.
🎯 Make It Easy
Use clickable links and buttons to make contacting you one-click.
👥 Be Personal
Personal touch in responses builds customer loyalty.
Next Steps
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