eCommerce: Create and Manage Contact Forms

Contact forms are essential tools for any eCommerce business, providing a direct line of communication between you and your customers. By learning to create and manage contact forms on your website, you make it easy for visitors to ask questions, request support, or share feedback, ultimately enhancing their overall experience and building trust in your brand.

In this article, we will discuss:

• How Do I Create Contact Forms?
  • Using the Customer Information Template
  • Using the Contact Us Template
• How Do I Manage Contact Forms?
  • In the Grid View
  • In the List View
• Review

How Do I Create Contact Forms?

Follow these steps:

1. Within your eCommerce store manager, select Customers on the left menu, then click Forms.
   


2. Next, click the + Create Contact Form button.
   


3. You can now begin customizing your contact form.
4. Begin by choosing a template. Click the Templates icon on the left, and you will have two options:
   • Using the Customer Information Template
   • Using the Contact Us Template

Using the Customer Information Template

Follow the steps below to edit the Contact Information template:

1. Click the Layout icon below the Templates icon.
   


2. You can edit the following information:
   • Top of Form - Change the Form Heading, Subtitle, and enter a Description on top of the contact form. Check the Flag for follow-up box to get reminders about submissions.
     
   
   
   • First Name - Guide customers on what they should enter on the empty box by adding a Helper Text. If you check the Is Required box, indicated by a red asterisk on the form, it will require customers to fill out their First Name before submitting.
     
   
   
   • Last Name - Guide customers on what they should enter on the empty box by adding a Helper Text. If you check the Is Required box, indicated by a red asterisk on the form, it will require customers to fill out their Last Name before submitting.
     
   
   
   • Email - Guide customers on what they should enter on the empty box by adding a Helper Text. This will require customers to enter their email address before submitting.
     
   
   
   • Phone Number - Guide customers on what they should enter on the empty box by adding a Helper Text. If you check the Is Required box, indicated by a red asterisk on the form, it will require customers to fill out their Phone Number before submitting.
     
   
   
   • Address - Clicking on the Is Required checkbox will require customers to enter their Street Address, City, Postal Code, Country, and State before submitting.
     
   
   
   • Please add me to your mailing list checkbox - This checkbox will be part of your contact form. If the customer clicks on it, the Subscriber status in your Contact Form Inbox will show as true, meaning the customer has been automatically added as your subscribed contact. Otherwise, it will show as false.
     
3. Once satisfied with your contact form, you can Save or Publish it. Hit Save on the top menu to save the form for later editing, or hit Publish on the top menu to publish it on your website.

Using the Contact Us Template

Follow the steps below to edit the Contact Us template:

1. Click the Layout icon below the Templates icon.
   


2. You can edit the following information:
   • Top of Form - Change the Form Heading, Subtitle, and enter a Description on top of the contact form. Check the Flag for follow-up box to get reminders about submissions.
     
   
   
   • First Name - Guide customers on what they should enter on the empty box by adding a Helper Text. If you check the Is Required box, indicated by a red asterisk on the form, it will require customers to fill out their First Name before submitting.
     
   
   
   • Last Name - Guide customers on what they should enter on the empty box by adding a Helper Text. If you check the Is Required box, indicated by a red asterisk on the form, it will require customers to fill out their Last Name before submitting.
     
   
   
   • Email - Guide customers on what they should enter on the empty box by adding a Helper Text. This will require customers to enter their email address before submitting.
     
   
   
   • Subject - Guide customers on what they should enter on the empty box by adding a Helper Text. If you check the Is Required box, indicated by a red asterisk on the form, it will require customers to add a Subject before submitting.
     
   
   
   • Message - Guide customers on what they should enter on the empty box by adding a Helper Text. If you check the Is Required box, indicated by a red asterisk on the form, it will require customers to add a Message before submitting.
     
   
   
   • Please add me to your mailing list checkbox - This checkbox will be part of your contact form. If the customer clicks on it, the Subscriber status in your Contact Form Inbox will show as true, meaning the customer has been automatically added as your subscribed contact. Otherwise, it will show as false.
     
3. Once satisfied with your contact form, you can Save or Publish it. Hit Save on the top menu to save the form for later editing, or hit Publish on the top menu to publish it on your website.

How Do I Manage Contact Forms?

To manage contact forms, follow the steps below:

1. Within your eCommerce store manager, select Customers on the left menu, then click Forms.
   


2. You will then see your contact forms on the right. Update how you want to view your contact forms by clicking the View as Grid or View as List icon.
   


3. Please select an option below for instructions:
   • In the Grid View
   • In the List View

In the Grid View

If you select the Grid View, you can:

• See a Preview of contact forms on the left side of the page.
• View the Open Rate (number of people who opened the form) and number of Submissions.
• If the contact form indicates that it is a Draft, you can delete or make a copy of the form by clicking the three dots icon. Choose Delete to remove the form, or select Duplicate to make a copy of the form. When you select Duplicate, it will prompt you to edit your contact form.
  


• To edit the contact form, hit the Edit Form Page button. Please see How Do I Create Contact Forms? for instructions.
  


• If the contact form indicates that it is published, you can do the following when clicking the three dots icon:
  
  • Share the contact form or embed it on your website by selecting Share.
  • Remove the contact form by selecting Delete.
  • Make a copy of the contact form by selecting Duplicate. Doing so takes you to a page where you can edit your contact form.
  • Temporarily stop the contact form from showing on your website by selecting Pause. If you want to republish the contact form, click the Resume option.

In the List View

If you select the List View, you can:

• Display 10, 30, or 60 contact forms on one page by selecting an option from the Show drop-down box.
  


• Download a .csv file on your computer by clicking the cloud icon, then Download as CSV.
  


• If the contact form indicates it is a Draft, you can remove it by selecting Delete, make a copy of it by selecting Duplicate, or edit it by choosing Edit Form. If you choose Duplicate or Edit Form, you will be prompted to edit the contact form.
  


• If the contact form indicates it is Published, you can:
  • Copy a link to your contact form by clicking Copy Link.
    
  
  
  • Share your contact form or embed it on your website by clicking the three dots icon, and then Share.
    
  
  
  • Remove a contact form by clicking the three dots icon, then select Delete.
  • Make a copy of the contact form by clicking the three dots icon, then select Duplicate. Doing so takes you to a page where you can edit your contact form.
  • Temporarily stop the contact form from displaying on your website by clicking the three dots icon, then select Pause. You will have the option to republish it by clicking on Resume.

Review

By taking the time to create and manage contact forms within your online store, you're offering a user-friendly way for customers to connect with you. The ability to efficiently manage these inquiries through your eCommerce platform's tools ensures that no customer question or concern goes unanswered. This proactive approach to communication can significantly enhance customer satisfaction, foster loyalty, and help drive sales growth.