At Themes Harbor, we acknowledge the significance of delivering exceptional customer support.
However, as our business grew, we found ourselves overwhelmed with support requests. We needed a way to reduce the number of unnecessary queries and improve the overall user experience.
That’s when we decided to implement a multi-step contact page.
Streamline support requests
The solution consists of two main steps that are designed to improve the customer experience and reduce the number of support requests.
Step One: Reason for contact
The first step on the page asks customers to enter the reason for their contact in an input field. As soon as the user submits the reason for contact, database checks for any pre-existing solutions related to the issue.
If we have any relevant information, customers are immediately directed to a section that lists possible solutions. This helps customers quickly find the information they need and reduces the number of support requests.
Step Two: Contact form
If customers are unable to find a pre-existing solution, they can proceed to step two, which is the contact form.
The contact form is only displayed when needed, after the user has submitted the reason for contact. This helps prevent unnecessary support requests and ensures that customers are only contacting us when necessary.
Benefits of multi-step solution
In WordPress, multi-step contact page has several benefits for both customers and support team.
Firstly, by providing possible solutions upfront, it is possible to reduce the number of support requests that come in. Customers are able to quickly find the information they need and resolve their issue without having to contact us directly.
This saves time for both customers and support team. Support team can focus on more complex queries that require a human touch, while providing faster and more effective support overall.
Secondly, by only showing the contact form when needed, it is possible to streamline the support process and make it more efficient for everyone involved.
Customers are only prompted to submit a support request if they are unable to find a pre-existing solution. This helps prevent unnecessary support requests and ensures that support team is able to focus on the queries that require closer attention.
Finally, multi-step contact page improves the overall user experience on our website. Customers appreciate being able to quickly find the information they need and are more likely to view the brand positively as a result.
By providing a seamless and efficient support experience, it is possible to build trust and loyalty with own customers, which is crucial for any business.
Multi-step solution for WordPress
We are excited to announce that our team is currently working on a WordPress plugin that will allow to implement a multi-step contact page in WordPress.
This solution aims to reduce the number of support requests and enhance the overall user experience on a WordPress website.
We’re in the final stages of development and the plugin will be available soon. To be the first to know when the plugin is released, we highly recommend subscribing to our newsletter.
Important to note that our plugin will not include the contact form functionality. You will need to use already available WordPress plugins for adding the contact form functionality to your website.
Don’t miss out on this opportunity to improve your support experience and enhance your customer satisfaction.