In the customer service industry, online forms can be used for various purposes such as gathering feedback, processing service requests, collecting customer data, and more. Online forms make it easy to collect, organize, and analyze customer data, which can help companies improve their services and increase customer satisfaction. MakeForms is an ideal tool for creating online forms, with features such as custom branding, conditional logic, and workflows, which can help customer service teams create forms that meet their unique needs.

Online forms are useful in situations where customer service teams need to collect information from customers in a structured and efficient manner. For example, if a company receives multiple service requests daily, it can use MakeForms to create a service request form that customers can fill out with their specific needs. This way, the customer service team can easily track and prioritize requests, ensuring that all requests are addressed promptly. The benefits of capturing data digitally using MakeForms include increased accuracy, efficiency, and the ability to analyze data to identify patterns and improve services.

Customer service teams can use online forms whenever they need to collect data from customers in a structured and efficient manner. Our forms can be embedded on the company’s website or shared via email, social media, or other platforms, making it easy for customers to access and fill out the forms. Customer service teams can use MakeForms to create various types of forms, including surveys, feedback forms, service request forms, and more.

7 Best Practices for Crafting Highly Effective Online Forms in the Customer Service Sector through MakeForms:

Keep it simple

Keep the form simple and concise, with clear and easy-to-understand instructions. Use MakeForms’ conditional logic to show only relevant fields to each user.

Align your brand

Use branding and custom design options to ensure that the form matches the company’s branding and looks professional.

Use field validation

Use field validation and error messages to ensure that users fill out the form correctly, reducing the number of incomplete or incorrect submissions.

Leverage workflows

Use workflows to automate form submission and data processing, saving time and reducing the risk of errors.

Pic the right form type

Use multiple form formats available in MakeForms, such as one at a time, step forms, or all at once, to tailor the form to the specific requirements of the situation.

Prioritize security

Use security features available in MakeForms, such as data encryption, access control lists, and block IP addresses, to protect sensitive data and ensure compliance with regulations such as HIPAA and GDPR.

Verify with OTP

Use verified submissions to ensure that submissions are genuine and reduce the risk of spam or fraudulent submissions.

By following these tips, you can create an online form that is user-friendly, professional, and effective in capturing data.

The types of questions to consider including in a Customer Service form: 

  • Contact Information: Collect basic contact information such as the customer’s name, email address, phone number, and mailing address.
  • Reason for Contact: Ask the customer to provide a brief explanation of why they are reaching out, such as a question, concern, or complaint.
  • Order or Account Information: If the customer is inquiring about an existing order or account, ask for relevant details such as the order number or account username.
  • Preferred Contact Method: Inquire about the customer’s preferred method of contact, whether it be by phone, email, or live chat.
  • Description of Issue: Ask the customer to provide a detailed description of the issue they are experiencing or the question they have.
  • Attachments: Allow the customer to attach any relevant files or documents to provide additional context or information.
  • Resolution: Request the customer’s chosen outcome, such as a refund or exchange, and ask them to detail it.
  • Feedback: Add an area where customers may express their opinions on your customer service in general, as well as any suggestions for improvement.

Types of Forms used in the Customer Service Industry

Service Request Form

Collect service, support, or repair requests. By include pertinent information, customers can assist the customer service team in prioritizing and handling requests.

Feedback Form

Gather comments on how they found the company’s goods or services, which can provide useful information for boosting client happiness.

Survey Form

Customers’ data, opinions, and preferences can be gathered through surveys by businesses, which can then be used to inform product development, marketing plans, and other company decisions.

Complaint Form

Enable customers to report problems or grievances with products or services, giving the business a chance to respond and rectify complaints.

Contact Form

Let clients reach out to you to provide information, inquiries, and more.

Job Application Form

Streamline the application process and make the recruiting process easier by collecting job applications from individuals.

Subscription Form

Allow clients to sign up for newsletters, updates, or other information from the business, offering using this form.

Support Ticket Form

Fields for the customer’s contact information, a thorough explanation of the problem, and any pertinent attachments or screenshots are included in this form.

Returns Form

Enable customers to initiate a product exchange or return using a returns form. Customers’ order information, the rationale for their return, and their preferred course of action are included fields in this form.

Appointment Request:

Get customers to request an appointment with a customer support agent using an appointment request form.

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