What is the Contact form?

The contact form is a module in your Tracking Page.

When customers want to contact your support team from the tracking page or tracking emails, they will be redirected to a form. We ask them to give the reason for their contact.

Once the form is submitted, we send the request to your mailbox or support tool. It is enhanced with metadata so that you can answer easily.

Why does it matter?

The contact form replaces a mailto link.

• Customers may not have set up their email redirection.
• You access metadata on order like its status and bigblue link. This is precious to save time answering your customers.

FAQ

I already have the Bigblue widget on Gorgias/Zendesk, what's the advantage of the contact form?

We mainly developed the metadata for merchants that don't use Gorgias and Zendesk. But if you already have the Bigblue app on Gorgias and Zendesk, it's complementary!

• The Bigblue widget shows all orders of the buyer
  • ... while the metadata lists the exact order when a ticket is open from the contact form
• You'll see the actual status of the order in the widget
  • ... and the order status at the time of the ticket opening in the metadata

Does the buyer receive a confirmation that the email was received?

Bigblue does not send any notifications to confirm to the user that the request was received.

But if you use a support tool (Gorgias, Zendesk, Freshdesk...), by default, you probably already send an email to your customer acknowledging their request. These notifications can be set up in your support tool.