Contact forms are a crucial component of a website, offering customers a simple and convenient way to get in touch with businesses. However, a poorly designed or overwhelming contact form can have the opposite effect and drive customers away. In this article, we’ll explore why contact forms can be intimidating and what businesses can do to ensure a positive user experience.
- Contact Forms: Stop Scaring Away Customers
Fear of Providing Too Much Personal Information
One of the primary reasons why customers may be intimidated by contact forms is the fear of providing too much personal information. Customers may hesitate to fill out a form with multiple fields, especially if they feel like the information being asked for is unnecessary or will be used for purposes other than what they intend. This can cause them to abandon the form and look for alternative methods of contact.
To overcome this, it’s important to only request the information that’s truly necessary. Consider which details are essential for providing the best possible service and limit the number of fields on the form. Also, be transparent about how the information will be used and what steps you take to protect customer data. This will help build trust and encourage customers to complete the form.
Confusing or Difficult to Use
Another issue with contact forms is that they can be confusing or difficult to use. Customers may struggle to find the right category for their inquiry, or may not know how to format their message correctly. This can result in frustration and a negative experience, causing them to look for alternative ways to contact the business.
To prevent this, it’s important to make the form as simple and intuitive as possible. Provide clear instructions on how to use the form and make sure it’s easy to navigate. Use plain language and avoid technical terms that customers may not understand. Also, consider using drop-down menus or checkboxes to simplify the process and reduce the risk of error.
The Importance of User Experience
A survey conducted by Typeform found that 59% of customers prefer contact forms over other methods of communication like email or phone calls. However, this only applies if the form is user-friendly and provides a positive experience. If the form is difficult to use or takes too long to complete, customers will quickly lose interest and look for alternative methods of contact.
In conclusion, contact forms are an effective way to connect with customers, but they need to be designed with the user experience in mind. By considering the reasons why customers may be intimidated by forms and taking steps to improve the process, you can make sure that your contact form is helping, not hindering, your business.
If you are looking for assistance in determining whether your contact forms could use a redesign, reach out to the talented team of user experience experts at CodingIT for a FREE audit!
- Typeform. “The State of Customer Communication: How People Really Want to Connect.” https://www.typeform.com/blog/customer-communication/