Decide what the first enquiry needs to tell you.
Do you want to decide whether a job is in your service area, call back or arrange a site visit? Use that decision to choose your questions. A first message rarely needs the same detail as a full work specification.
Near the form, state which services you offer and where you work. Explain that an enquiry is followed by an assessment: submitting a form is not, by itself, a completed quote or booking. Only give a response time you can realistically meet.
A field checklist to give your web agency.
This is Nolera’s starting suggestion. Mark whether each field is needed immediately or can wait until the next conversation. Ask customers for information they can know; technical measurements and material choices may need to be assessed together with you.
- Type of work: use your usual service names and include an option for someone who is unsure. Briefly explain which jobs you do not take.
- Location: first ask for a town or postcode if that is enough to assess the service area. Request a full address only when needed.
- Short description: ask what the customer wants done and what the situation is today. Give a simple example suited to your trade.
- Scope: ask for approximate area, quantity or the part concerned when useful for assessment. Allow customers to say they do not know.
- Timing: ask when the customer would like the work done. Present this as a preference without promising availability.
- Contact: ask for a name and a useful contact option. If email or phone is enough, do not require both without a clear reason.
- Images: if you need them, offer a separate way to send them after first contact. Website image uploads need a specific decision about functionality and handling.
Let customers ask even when the form does not fit.
Show phone and email beside the form. For urgent questions, you can direct people to call during your actual phone hours. Say whether you take urgent jobs; do not create an emergency route your business cannot staff.
On mobile, field labels should remain visible while customers type. Use clear error messages and show which field needs correcting. Check that keyboards suit phone numbers and email addresses, that the button can be reached and that a long message does not make the page difficult to use.
Show an accurate confirmation and a way forward if something fails.
Distinguish receiving an enquiry from someone reading it. The confirmation should explain what actually happened, the next step and how customers can contact you with questions. Do not confirm receipt before the system has accepted the enquiry.
If transmission fails, say so clearly and preserve the customer’s text where possible. Show phone or email as alternatives. If the system only knows processing started, it should not claim the message reached your inbox.
- Test a normal enquiry and check that it reaches the right recipient.
- Test missing fields, an invalid email address and a failed attempt.
- Check the confirmation and who handles the enquiry afterwards.
Decide how to handle spam and personal data.
Ask the provider to describe how repeated automated attempts are limited and how a real customer can get help if protection blocks the form. Avoid making a difficult image puzzle the customer’s only contact route. Decide who should have access to enquiries too.
The Swedish Authority for Privacy Protection (IMY) says personal data must have a clear purpose and must not be collected beyond what is necessary. Do not retain it longer than that purpose requires. Set access and deletion routines, and make information about processing easy to find beside the form.
Choose a lawful basis before collecting data. IMY notes that consent is not always appropriate. A required box saying the customer accepts GDPR does not replace your decisions and routines. Avoid asking for personal identity numbers or sensitive information in the first quote enquiry without an established need.
Include receipt and scope in the order.
Name who reads enquiries, who covers during absences and how unanswered cases are followed up. Review which details you often need to request later. Adjust fields around real needs so the form supports your way of working.
Nolera’s package at €29/month excluding VAT covers 1–5 information pages and standard contact functionality within the agreed delivery. Custom quote flows, image uploads, automatic pricing and integrations need separate assessment and quoting. Describe your desired features before ordering.
Frequently asked questions
Does the customer have to provide every detail straight away?
Require what you need for an initial assessment and contact. Ask for further details in conversation when customers cannot know the answer.
Is a custom quote form included in the basic price?
Standard contact functionality is included within the agreed delivery. Fields, attachments, calculations and connections need to be scoped before we can confirm what is included and the price.
How do we know the form works?
Follow a test enquiry all the way to the recipient. Check the failure path too, and that someone is actually responsible for follow-up.