Place a technical support request form on your website

Nina De la Cruz Nina De la Cruz 5 min read

When your customers are already on the website and they have a technical question, it’s much easier for them to contact you using an online form rather than search for your email address.

So, if you want to make your audience a bit happier, placing a support request form will bring a lot of convenience.

Here is an example of such a form 👇

On your website, it will look like a compact ‘Contact us’ tab that expands when visitors click on it. Just hit the template to see it in action.

If you’re a small business owner handling requests by yourself, you can opt-in to receive instant notifications about new messages and reply straight from your inbox.

You can also integrate your technical support form with Helpdesk software to help your team have all requests in one place.

In this tutorial, we’ll show you how to quickly add a form like this one to your website using Getsitecontrol.

Getsitecontrol is an easy-to-use app that requires zero technical skills. All you need is to select a form template, adjust it to your needs, and connect the app to your website. We’ll walk you through all these steps, one by one.

💡If you don’t like panels, you can choose to launch a form upon a floating button click, an image or a link click. For instance, our contact form pops up when a visitor clicks the “Contact us” link at the bottom of the page. You can scroll down right now to see how it works.

How to create a technical support request form in Getsitecontrol

Step 1. Add a template to the Getsitecontrol dashboard

Before getting started, have a look at the feedback form gallery and select a template that looks close to what you have in mind.

Contact form templates available in Getsitecontrol

Click through the templates to see them in action, and once you find what you’re looking for, follow the prompts on the right-hand side. You’ll be asked to sign up and the selected form will be added to your Getsitecontrol dashboard.

Step 2. Adjust the content and fields

Most contact forms in the gallery are quite generic, so you may want to adjust the copy to better match your brand’s voice. Simply click on the text you’d like to change and start typing. To add a new field, hit +Add field; to adjust or remove an existing field, click it and proceed with the changes.

How to edit the content on your support request form

Notice that before visitors click the tab on your website, all they will see is the title. By default, it says ‘Contact us,’ but you can change it to ‘Request help’ or ‘Leave your request.’

Now, Take a look at Page 2 in the bottom right corner. It contains a default submission success message, but you customize it as well 👇

Submission success message for the technical support request form

Typically, this page is used to thank visitors and explain what happens next.

Step 3. Adjust the design (optional)

If you want to change the look of the form or use a different font, click the Theme menu at the top and see the controls available there.

How to change the appearance of a website form in Getsitecontrol

If you need to make more drastic changes, you can use the CSS editor. Read these how-to guides to see how it works.

Activate the form on your website

At this point, the technical support request form is ready. Hit Save & close in the top right corner and activate it on your website. By default, the tab will be visible to your visitors on every page of your website.

Once you start receiving requests, you can access them through the Statistics report 👇

Request form statistics are available in the Getsitecontrol dashboard

In the following sections, we’ll talk about how you can receive email notifications when someone submits the form, connect 3rd-party software, set up an autoresponder, or switch to the floating button format.

How to further configure your technical support request form

There are a few tweaks you can make to customize the form and make it more efficient. Let’s have a quick look at them.

Set up an email autoresponder (premium feature)

The autoresponder feature allows you to send automated emails to those who have filled out the form. You can use this feature to link to your F.A.Q. and social media pages, confirm the estimated time of response, and include alternative contact options.

To set the autoresponder, open the Notifications tab and craft your message.

How to create an automated response in Getsitecontrol

In the same tab, you can opt to receive email notifications about new submissions. To do that, check the first checkbox and type your email address.

Connect the support request form to your business software

Using the Integrations tab, you can also connect practically any cloud app to the form using the built-in integration menu or Zapier. For instance, you may want to send the incoming requests to your Helpdesk tool, CRM solution, or even email marketing software.

Display the form on selected pages

In some cases, it makes little sense to display the form on every page of your website. If this is your case, think of the pages where people are more likely to have questions or where they are likely to go if they have one.

Typically, the Home page and instructions-related pages are a good place to start, but don’t forget you can also add this widget on the Intranet or in your cloud app.

For instance, we have a “Contact us” button displayed in the Getsitecontrol admin dashboard, so when users have questions, they can reach us right there.

To specify target pages, open the Targeting tab and include the URLs where you want (or don’t want) to display the form.

Use a stylish floating button to launch the form

If you have a soft spot for pretty floating buttons, you can add one to your website and it will serve as a “launcher” for your support request form. Here is how this floating button may look like 👇

Upon click, a support request form will pop up in the center of the page, and a customer will be able to fill it out. To find out how to install a cute little launcher like this one on your website, read this tutorial.

💡 Similarly, you can trigger the form to pop up when a visitor hits a link or image on your website. To find out how you can set things up, read this guide.

Wrapping up

From our experience, people tend to use floating buttons 4 times more often than contact links at the bottom of the page. Providing your website visitors with both options makes reaching your team easy and benefits your business in the long run. Go ahead and try it for yourself!

Nina De la Cruz is a content strategist at Getsitecontrol. She is passionate about helping small and medium ecommerce brands achieve sustainable growth through email marketing.

You’re reading Getsitecontrol usecase collection where we talk about the best practices for using website popups. This usecase is a part of Request forms section.

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