Place a technical support request form on your website

Place a technical support request form on your website
Nina De la Cruz
Nina De la Cruz 4 min read
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When your customers are already on the website and they have a technical question, it’s much easier for them to send a request using an online form rather than search for a contact email address.

So, if you’re looking for ways to make your audience a bit happier, placing one will bring a lot of convenience.

It is a common practice to display it as a panel or a floating side button that opens a modal popup upon click. However, you can also set it up to appear when a customer clicks a link, a button, or an image.

For instance, on the Getsitecontrol website, we have a contact form popping 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.

You’ll be able to integrate your technical support form with Helpdesk software to help your team have all requests in one place.

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.

Create a technical support request form in 6 easy steps

Once you sign up with Getsitecontrol and connect it to your website, here is how to get started with the technical support form:

  1. Log in to your Getsitecontrol account.

  2. Click +Create widget and choose Contact visitors from the dropdown list.

  3. Select a webpage position for your widget, pick one of the templates and click the Continue → button.

  4. On the Content tab, you can change the copy and call to action, add or remove form fields. Make use of checkboxes and dropdown menu fields to make it easier for the visitors to fill out the form.

  5. To change the look of the form, explore options available on the Appearance tab.

  6. Once ready, save the widget using the Save & close button and activate it on the admin dashboard.

How to configure a technical support request form

We’ve covered the process of building a generic form visitors can use to send you IT support requests. Once you finish creating it and hit Activate on the admin dashboard, the form will instantly go live on the website. By default, it will be displayed sitewide as soon as a visitor arrives.

Now, there are a few tweaks you can make to customize this widget and make it more efficient.

Use a stylish floating button to launch the form

If you have a soft spot for 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 use install a cute little launcher like this one to your website, read this tutorial.

Decide where the form should be displayed

If you don’t want to place the support request form sitewide, think of the pages where people are more likely to have questions or where they are likely to go if they have one. Typically, 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 right in the app.

For instance, we have a “Contact us” button displayed on the Getsitecontrol admin dashboard, so whenever a user has a question on how things work, they can reach us right there.

When setting up the form, go to the Targeting tab to manually type the pages where you want (or don’t want) to display it.

Connect the support request form to your business software

We’ve already mentioned that you can instantly receive every new message to your email and respond directly. Using the Integrations tab, you can also connect practically any cloud app to the form. For instance, you may want to send the incoming requests to your Helpdesk tool, CRM solution, or even email marketing software if that makes sense for your business.

Set up an autoresponder

Finally, you can create a short email message that will be automatically sent to everyone who fills out the form (given you’ve added the email capture field). Use it to inform customers how long they may expect to wait for a reply, provide them with links to helpful resources, or encourage them to follow you on social media. Enable the autoresponder feature and type your message on the Notifications tab.

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.

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