The Pros and Cons of Having a Contact Form on Your Website

The Benefits of a Contact Form

1. You make it easy to get in touch

A visitor doesn't have to copy an email address, open a new message, or figure out for themselves what information you need.

Using a simple form, anyone can ask a question directly from the website.

This can make it easier to reach out, especially when the questions are short or straightforward.

2. You'll get the right information right away

One of the biggest advantages of a form is that you can decide what information you need.

For example:

• name and contact information;
• subject of the question;
• organization;
• desired date;
• type of request;
• or any other information needed to answer the question.

This way, you won't have to request basic information all over again after every request.

But be selective: every additional required field also makes the form longer.

3. You can forward applications more effectively

Not every question needs to go to the same person.

For example, by asking about the subject of the request, you can more easily ensure that messages are routed to the right colleague or department.

This is especially useful when an organization receives different types of questions.

4. You can confirm receipt

After submitting a form, you can clearly confirm that the message has been received.

You can do that directly on the website and, if desired, via an automated email.

This lets the visitor know that the request was successful and what to expect next.

5. You can track how often the form is used

A form is also a clear conversion on your website.

For example, you can track which pages visitors use to contact you and which pages generate a lot of inquiries.

This can provide valuable information if you want to further improve the content or structure of your website.

The Drawbacks of a Contact Form

1. A long form becomes a barrier in itself

A contact form only makes it easier to get in touch if the form itself remains simple.

If you ask for ten different pieces of information right from the first conversation, a simple email might suddenly seem more appealing.

Therefore, ask only the questions that are actually necessary at that moment.

For example, there’s little point in making a phone number required when you’re only going to respond via email.

2. Visitors don't always know who is responding

A generic form can feel impersonal.

With a direct email address, visitors can often tell right away who or which department they are contacting. With a form, that isn’t always clear.

You can partially resolve this by clearly stating on the form who will receive the request and when the applicant can expect a response, approximately.

3. Forms Attract Spam

Public forms are frequently used by bots to send automated messages.

That is why spam filters or other security measures are often necessary.

But even those should not unnecessarily hinder visitors. Security measures that constantly require genuine users to solve puzzles create additional friction.

4. Something could go wrong technically

With a form, there’s some technical processing that takes place between the moment someone clicks “Submit” and the moment the message reaches you.

That is why it is important to test forms regularly.

Make sure not only that the send button works, but also that messages are actually being delivered, confirmations are being sent, and the form works properly on mobile devices.

4. Something could go wrong technically

With a form, there’s some technical processing that takes place between the moment someone clicks “Submit” and the moment the message reaches you.

That is why it is important to test forms regularly.

Make sure not only that the send button works, but also that messages are actually being delivered, confirmations are being sent, and the form works properly on mobile devices.

5. Not every question fits into a form

Some visitors want to explain their situation in more detail, attach a document, or have a brief discussion first.

In that case, email or a phone call might be more practical.

Therefore, a form doesn't have to be your only way to get in touch.

Contact form, email, or phone?

There is no single best choice.

It depends on what the visitor is trying to accomplish at that moment.

Use the contact form if you...

• you need some specific information;
• receives many similar requests;
• want to categorize requests;
• want to measure a specific conversion;
• or if you want to organize the process for a brief application.

Please also provide your email address or phone number if...

• visitors often have complex questions;
• personal contact is important;
• someone needs to be able to consult with others quickly;
• or whether a form adds little to a regular message.

Often, a combination works best.

A contact form is not an end in itself

A form doesn't belong on your website just because "every website has one."

First, look at your visitor's question.

Does someone just want to ask a question? Then getting in touch should be as easy as possible. Do you need specific information to process a request properly? In that case, a targeted form can actually save a lot of time.

The same logic applies to the rest of your website: every page and every step must serve a clear purpose.

If you're having a new website built for your organization, it's therefore important to consider not only the design, but also what visitors are actually trying to do.

Would you like to discuss how your website can better support your day-to-day operations? Contact contact us.