Customer Support Form

Customer Support Form

Customer Support Form

The Customer Support Form will help customers to address their concerns or inquiries whether it's a question about an order, a request for a refund, or a request regarding a specific product.

To make this feature inclusive and flexible, the form can be accessed by both registered customers and unregistered customers, depending on the store admin side configuration. This allows for enhanced accessibility, ensuring all users or only the registered users can connect with the support team.

1. Reaching Customer Support Form Setting

To manage who can have the access of the Customer Support From whether all users or only registered users, follow the below steps:
  1. Step 1: Log into Store Admin
  2. Step 2: Click Settings -> General
  3. Step 3: Click Other Settings

Figure 1.1

Manage Customer Support Form option

Retailers have the option to decide whether all the users (registered & unregistered) can fill in the form or only the registered users (customers) in the FTx Commerce environment.

  • If this switch is enabled, registered (signed up) and unregistered customers can fill in the customer support form. So, the customer support form should be visible to all.

  • If this switch is disabled, the customer support form can only be visible and applicable to the registered (signed up) users.

  • For both users, the email should be triggered to the customers support emails that are associated with the selected location.

  • NotesNote: If location isn’t selected, the email will be triggered to the customer support email that is associated with the business details.

2. E-Commerce Site/App

Logged In Customer:

  1. If a customer is already logged in, the support form will fetch the below details:
    First Name | Last Name | Email | Mobile (if available); All the fields will be read-only.

Figure 2.1
  1. When a customer fills in the form and submits it, a success message will be displayed about form submission. The registered users and the store employees will get the support form email after submitting the form.
Unregistered Customer: (Only when the switch is enabled)
  1. If the unregistered/without login users are able to access the customer support form page, the guest users have to fill up the details (First Name | Last Name | Email | Mobile).

Figure 2.2
  1. If the guest user, an OTP will be sent to email id to verify the user. This OTP will be the security purpose so to avoid the spamming so some users can't send the email in bulk.

Figure 2.3
  1. If the guest users want to edit the form, they can click the Edit Details label and modify the details accordingly. Once they again submit the form, an OTP will be triggered to the Email address.

Figure 2.4
  1. When the OTP is validated, a success message will be displayed about form submission. The guest users and the store employees will get the support form email in a couple of minutes after submitting the form.

Figure 2.5

Email Notification to Store & Customers

When a customer submits the form, two email notifications will be triggered: For Store Employees | For Customers
For Store Employees: An email notification will be sent to the customer support email address specified under ‘Location Details’ or ‘Global Level -> Business/Store Details’ if location isn’t selected.
For Customer: An email notification will be sent to the email address provided by the customer on the form.

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