Form · Customer success
Customer inquiry form template
Made for businesses that sell something: each topic asks for the one detail your team would otherwise reply to ask for. A product question asks which product and how close the person is to buying, a delivery question asks where it's going, and an order, return or account question asks for the order number. Only people who want a call are asked for a phone number.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Hi! Ask us anything about our products or your order.
What's your name?
And your email address?
What's your question about?
Which product are you asking about?
A link to it, if you have one handy
Which town or country would it be delivered to?
How close are you to ordering?
Your order or account number
What would you like to know?
A photo or screenshot that would help us answer?
How should we reply?
What number should we call?
Ends with
Question received 📬
The flow
Where each answer leads. Every route here is editable once the form is yours.
Short text
Single select
Short text
Website
Short text
Single select
Short text
Long text
File upload
Single select
Phone
What this template uses
- Short text
- Single select
- Website
- Long text
- File upload
- Phone
- 7 branches
Questions to consider
- Which topics go to different people, such as the shop floor, the warehouse or customer service?
- Where do customers find their order number, so the hint under that question points them to it?
- Do you actually offer phone replies? If not, remove the last two questions.
- Which product questions come up so often that the answer belongs on the product page?
How to use the responses
Answer anyone who is ready to order first: a quick, specific reply to a product question is often the difference between a sale and a lost one. Order and return questions arrive with the order number, so look it up before you reply. Every few weeks, read the product questions together and add the answers people keep asking for to the product pages.
How to customize and share it
- 1Rename the topics to match what you sell and how your team splits the work.
- 2Edit the ending to give a realistic reply time for your team.
- 3Embed the form on your product and contact pages, or link it from order confirmation emails.
Frequently asked questions
What is a customer inquiry form?
A form shoppers and customers use to ask a question about a product, a delivery or an order. It collects the question together with the product or order it's about, so your team can answer in one reply.
What's the difference between an inquiry and a complaint?
An inquiry is a question, like whether something is in stock or when it will arrive. A complaint says something went wrong and asks for it to be put right, so it needs different questions.
Should I ask for a phone number on an inquiry form?
Only when someone wants a call. This form asks for a number only after the person chooses a phone reply.
Where do inquiries go once they're submitted?
Every inquiry lands in your dashboard, where you can read it, filter by topic and export everything to CSV.