Do you receive support requests through a Salesforce Web-to-Case form on your site? Have you been looking for a way to send file attachments from these forms to Salesforce?
FormAssembly allows you to send attachments to Salesforce from your Web-to-Case forms, and we offer all the support you need to get your forms set up to start collecting customer submissions. Learn more about why FormAssembly is an easy, hassle-free option for Web-to-Case forms and attachments.
Using web-to-case forms as part of your customer service offering
Offering Web-to-Case forms for support questions allows people more opportunities to contact you in the way that works best for them. It also helps ensure that nothing falls through the cracks.
Many organizations have a support team and need to manage requests for assistance from customers. Companies in industries such as SaaS, finance, and healthcare must have a reliable way to organize incoming support conversations and track them from start to finish. Without an effective system in place, you risk missing customer requests, frustrating your clients, or not being able to provide satisfactory support because you don’t have enough information.
Our own small but mighty group of FormAssembly support wizards uses a variety of ways to connect with customers, and we often get support questions and requests through email, our website forms, or even on Twitter.
Here are a few reasons why you should use FormAssembly to handle your Web-to-Case forms:
1. Easily add attachments
Many Salesforce users need to be able to upload attachments in Web-to-Case forms, and at the moment there’s no way of doing that through Salesforce’s Web-to-Case functionality.
But there’s a simple way with FormAssembly. Using our Salesforce Connector, you can allow users to easily upload attachments to Web-to-Case forms and instantly send the attachments to Salesforce.
Through FormAssembly, you can receive user screenshots of an issue that can help your support team provide resolutions faster and help you keep track of all the support conversations that come in through your website. Setting up a Web-to-Case form that can process attachments is simple with our Salesforce integration and ample documentation.
Check out our documentation onFile Uploads and Salesforce Attachments for more information, and contact our support team with any questions!
2. Style your forms to match your branding
Salesforce forms get the job done, but they’re not always the most pleasing to look at. It might seem inconsequential, but great design matters, whether it’s your web forms or marketing collateral. Even simple support and contact forms are a reflection of your brand.
Design can have a powerful effect on mood. If you can control the look and feel of your forms and make design decisions that create positive experiences for people instead of confusing them, why wouldn’t you choose to do that on your support forms?
With FormAssembly’s powerful customization and design features in the Form Builder, you can create forms that are not only easy to use, but that look great, too — and craft a user-friendly experience from top to bottom.
3. Create new records or update existing Salesforce records
FormAssembly’s Salesforce Connector allows you to create new records in Salesforce even for custom objects. Not only that, but we also allow you to update records that already exist in Salesforce based on new information submitted through your forms. Our Salesforce Connector does this by first looking up a record to see if it exists in Salesforce, and then using new information to update that record.
The best part is that you can create and update records in Salesforce without any manual data entry. This level of automation does much of the data collection work for you, allowing you to focus on helping your customers and resolving their issues.
4. Get individualized live in-app support
FormAssembly allows you to do much more than send attachments with Web-to-Case forms. Our Salesforce integration enables you to look up existing records, create new records conditionally, create tasks, and so much more. But while all of this functionality is great to have, it can be a little overwhelming to learn everything all at once, especially if you’re just starting out as a FormAssembly customer.
We get that, and that’s why we offer so many different ways to get support, whether you’re the kind of person who likes to talk through an issue with someone or whether you’d prefer to figure things out on your own with the help of documentation or videos. We recently expanded our support hours to 8 a.m. to 8 p.m. Monday through Friday (with limited support on weekends and holidays). You can talk to a knowledgeable, friendly support representative any time during those hours, but in a way, our support is really a 24-7 thing. With our extensive documentation and training videos, it’s possible to find answers to your questions at just about any time of the day or night.
If you already have a FormAssembly account, contact our support team for help setting up Web-to-Case forms. If you don’t have an account yet, why wait any longer? Check out our plans and sign up for a free trial today.
