Form · Contact
Customer contact form template
Customers rarely know what your team needs from them, so this form asks for them. A question about an order asks for the order number and lets them add photos. A question before buying asks which product it is. A phone number is only requested from customers who want a call.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Hi! What can we help you with today?
Your name and email
What's your question about?
What's your order number?
If something's wrong with an item, a photo helps
Which product are you asking about?
Tell us what's going on, with as much detail as helps.
How should we reply?
What number should we call?
Ends with
Thanks, we've got your message
The flow
Where each answer leads. Every route here is editable once the form is yours.
Contact info
Single select
Short text
File upload
Short text
Long text
Single select
Phone
What this template uses
- Contact info
- Single select
- Short text
- File upload
- Long text
- Phone
- 8 branches
Questions to consider
- Do most messages you get concern orders? If so, would a separate returns form serve customers better?
- Where does a customer find their order number, and does the hint under that question say so?
- Do you have answers to common questions you could link to in the greeting?
- Can your team take calls, or should replies be by email only?
How to use the responses
Filter the dashboard by topic each day so order and return questions go to whoever can look up orders. Reply to the question in the message first, then add anything else. When the same question keeps coming in, answer it on your website and link to that page from the greeting.
How to customize and share it
- 1Change the topic list to match the questions your inbox really gets, keeping the order and return options if you sell online.
- 2Edit the order number hint to say exactly where your customers can find it.
- 3Embed the form on your contact page and link it from order confirmation emails.
Frequently asked questions
What should a customer contact form include?
A name, a reply address, what the message is about and space for the question. For an online shop, add an order number field so your team doesn't have to ask for it.
How do I cut down on back-and-forth emails with customers?
Ask for the details you always end up chasing in the form itself. Here, order and return questions ask for the order number and photos up front, so the first reply can be an answer rather than a request for more information.
Can customers send photos of a damaged item?
Yes. Customers asking about an order or return can upload photos, which saves a round of emails before you can help.
Can I embed this contact form on my website?
Yes. Use this template to copy it into your account, edit the questions, then embed it on any page or share it as a link.