Having a contact form enable customer reach you in a fast way. Although you have enough information about product or services you offered, the customer still tend to contact you.
The well-known situation always happens on Facebook. You post ads explain everything about your product (or services). From the specification, benefit, price, until how to purchase but customer eager to reply your ads with “PM” (Private Message).
They still need further explanation and personal reply from you. So what a point having a Facebook post but the visitor still require future info? The customer asking about the same thing that you already posted.
But for me, the so-called “PM” comment it’s actually good for your reputation, but it can turn to burn you if you receive more than 100 private messages a day. You incompetent to handle it alone.
The best way is using a contact form because you can respond exactly what customers need. WordPress established with a ton of great plugin to smooth your business operation.
One of the compulsory plugins I’m using on my business blog is Contact Form 7. With the name itself, you should know what plugin is all about.
If you’re using other than WordPress such as Blogspot, I’ve no experience on contact form plugin. Definitely, Blogspot also has a similar plugin you may use to create a form.
As for my experience on the previous business blog (using WordPress), I’m comfortable to use Contact Form 7 to achieve three (3) things.
So, let’s find out what are the types of forms you can create using this plugin.
1. Contact Form for General Inquiry
Your business blog is completed with required information. You already publish related pages such as How to Order, Catalogue and Pricing but the customer still demands more.
There are two types of customer you’ll encounter:
#1. A Customer knows everything about the product/services you offered.
They know everything about the offer. From the specification until how to order. The only thing they want to contact you because of confidence and trust. They need to verify that you are a genuine seller.
With so many scammers crawling and deceiving unethical victims, this customer is taking one step ahead. They are extremely smart people when dealing with new business.
#2. Customer who skip reading about your product or halfway read.
They only know your core business. I’m frequently facing this kind of customer on my t-shirt printing business. The customer asks a very general question.
In t-shirt printing business, in order for me to provide with the exact price, the information needs to be details such as the type of t-shirt, printing design, and quantity.
When customer only ask, “How much the cost for a t-shirt?” Then I ask myself with another question, “How to answer?”
It’s our jobs to educate and ask for more clarification in order to clear the path. It may take a whole day to treat them. Sometimes ending with frustration due to not able to close the sale.
This type of form is categorized as general inquiry. It’s the common form you usually found on a business website. The pages normally called “Contact” or “Contact Us”.
You only need the basic information to create this type of forms such as customer name, email address, contact number and description
2. Form for Request for Quotation
When you are selling something, most probably other people also sell the same thing. A smart customer always goes to the search engine and look for the product review. They compared the product between seller especially on price and value added the seller might be offered.
Then, to make it easy to your potential customer, create a request for quotation form. The request for question mostly uses for the business which offers lots of product and option. Let’s customer decide which items they like to know more.
For example t-shirt printing and corporate gift. These two businesses that I’m experienced with it. It might not apply to all business. At the end of the day, this form is benefited you as it will provide in details of customer needs.
Let’s take an example of t-shirt printing business. You may include requirements on request for quotation form include:
- Customer name
- Customer contact email
- Customer phone number
- Customer address
- T-shirt quantity
- Type of service (silkscreen printing/heatpress printing/embroidery)
- Printing area (front/back/sleeve)
- Type of shirt (100% cotton/microfiber/corporate shirt)
- Design (to upload on the form)
- Expected to receive
- Future information – any info or request by the customer.
Once submitted this form, you will receive a complete inquiry from the customer. As for the response, it only takes less than half an hour to process the request. Compared to Facebook private message, for me, it’s more time effective to handle the customer inquiry.
3. Form for Technical Support
The important things that distinguish between good and bad business are the ability to handle after-sales service. It might be product technical support, warranty claim and anything related to the product (or service).
After-sales service is value added to your customer. Always remember, the customer is more than happy if you have the passion to assist them.
The happy customer will bring more customer to you. Otherwise, if you left them alone and provide a mediocre answer like “Please refer manual” or “Please Google it“, then that day you actually start to lose a valuable customer and affected to future customer due to bad service.
For small business or startup with less capital in hand, using Contact Form 7 is a great way to support your customer. Moving forward, there are many great helpdesk software available on market but for time being this form is more than enough.
You can create technical support form with include information as follows:
- Customer name
- Customer email
- Customer contact number
- Contract number/account number
- Types of the problem (technical support/troubleshooting/warranty claim)
- Problem or incident description.
You may reply their request via phone or email. The best and professional way is using email because it’s easy to track the conversation between you and customer.
With technical assistance request by the customer, you actually can gather valuable information from them about your product performance, reliability and suitability to the customer. Time to time, you able to improve the product to become much more maturity in the market.
That’s the beauty of having a form. You can create several different types of form using contact form 7. It depends on your needs. In the next post, I will show you how to install and configure Contact Form 7 on WordPress blog.
Have a good day.
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