3.
What the customer asks: Is this an honest business? Does it treat its customers fairly?
Business goal: Build buyer trust by showing that your business is legitimate. If your brand has a mission or values, share your brand story and why the business was founded.
We’ve found that many shoppers visit the About Us page to learn more about the brand and the people behind the products. This page should answer customers’ top questions and allay any concerns.
Legitimacy: Buyers want to be assured that the business is real and has plans to be around for the long term. A “Contact” page with information such as a phone number, business email, and physical address (if applicable) can reinforce this trust.
Purpose: Some customers, especially those interested in values like sustainability, seek a deeper connection with brands. Sharing your business’s mission and principles can make customers feel aligned with what you stand for.
Essential
An “About Us” page that tells the detailed story of your brand.
A “Contact” page that includes a phone number.
Recommended
A professional email associated with your domain (for example, [email protected]).
Online contact options, such as a live chat for customer support.
Physical address of the store or warehouse, if applicable.
Example: Tease connects with customers by sharing their values
Tease , a brand specializing in sustainably sourced loose tea, canada phone numbers goes beyond just selling products. Its principles, such as a commitment to sustainability and female empowerment through its Charitea Program, are a fundamental part of its identity. These values are cleverly presented on its “About Us” page, generating trust and affinity with its customers. Integrating this emotional connection is, without a doubt, a key step in the trust checklist for your online store.
What is Tease doing right with its About Us page?
Put your values front and center by connecting with clients who share your purpose.
The structure is clear and detailed, allowing buyers to understand your mission.
Explains its origin and the role of its founder in the business vision.
An example of Tease's About Us page
Tease has a detailed “About Us” page with all the elements to build buyer confidence.
Example: Kotn reinforces customer trust with a Contact page
Kotn is a brand that produces authentic, ethically sourced Egyptian cotton clothing, which it sells through its online store and retail locations across Canada. Kotn builds trust with its often-overlooked “Contact Us” page, allowing customers to access it through their preferred channel and offering all the necessary information and guidance on which channel is most suitable, depending on the customer’s question.
An example of Kotn's Contact page and how it builds customer trust with multiple customer support options, including a professional email.
Kotn's Contact page features different contact options to build buyer trust.
What is Kotn doing right with its Contact page?
Use a professional email address to contact customer service.
Provides links to your social networks.
Provides a direct contact method via email and telephone for your physical and retail stores.