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Reducing enquiries with a self-service contact form

We recently launched a new contact form for IS Helpline, which aims to reduce support calls by providing links to self-service help pages. We are looking to expand this functionality as a service to other University departments.

The problem

We have been collaborating with IS Helpline to improve their self-service area pages through iterative rounds of usability testing and editorial improvements to their content. Helpline approached us looking to reduce the number of support calls they receive in areas that customers could solve on their own.

Read our posts on IS Helpline UX collaboration

After having previously had the Helpline contact email address and phone number scattered around webpages, the team was keen to direct users to a list of self-service links before being presented with the option of contacting them directly.

While an EdWeb form would be capable of doing this, there was also a requirement to capture specific details automatically from the user in cases where they did need to contact IS Helpline. This included technical information such as IP addresses and browser details, along with EASE account information. This information can help IS Helpline solve problems faster and more efficiently.

We were keen to take advantage of the power EdWeb web application content type; however, this system also inhibits the technical detail capture.

The solution

As EdWeb content types were unable to deal with these issues, we looked to build a bespoke solution. We built an application that captures user input and details, and submits it to the University UniDesk service.

When a user arrives at the form, they have the option to log in with their EASE account to pre-populate some details such as name, email address and UUN. They then choose a subject, and are presented with a list of top solutions for that subject. If they are able to solve their own problem, they can exit the form, or choose to continue to submit their enquiry. At this stage, we can capture the technical information that IS Helpline needs (while providing a facility for the user to opt-out of providing this technical information).

View the Helpline contact form

The next steps

We are keen to work with other University departments that may have similar requirements to IS Helpline, including specific details capture and editorial assistance with content. If this sounds like something that your team could take advantage of, we are very keen to work with you in order to make improvements and enhancements to the form.

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