Customer contact · How-to
What fields should a contact form have?
Usually two: an email address and a message. Every extra field is one more reason to close the tab. Here's how to decide what else, if anything, earns a place.
The two you need
Email, so you can reply. Make it required and check that it looks like an address.
Message, so they can tell you what's wrong. Give them a big box. A small one-line box tells people you want a short note, and you'll get “it doesn't work” with no details.
Fields that usually aren't worth it
- Phone number. Only if you will really call. Many people won't give it, and some will leave.
- Company name, company size, job title. That's a sales form. A customer with a problem doesn't want to fill it in.
- Subject. Most people type “Question” or “Help.” Your inbox shows the start of the message anyway.
- First name and last name. If you want a name, one optional “Name” field is enough.
Fields that can help
- A topic choice, if different people handle different messages: billing to one person, bugs to another. If everything goes to you, skip it.
- A file upload, if users often need to show a screenshot. Though you can also ask for it in your reply.
- Hidden details. If the person is signed in to your app, you already know their email, account and plan. Send those along with the message instead of asking. They type less, and you get better details.
Write helpful labels
Put labels above the fields, where they stay visible while people type. Don't use placeholder text as a label. It disappears as soon as someone starts typing.
A short hint under the message box helps: “Tell us what you tried and what you expected to happen.” You'll get better first messages and fewer back-and-forth emails.
After they press Send
Show a clear message where the form was: “Thanks! We'll reply to you@example.com, usually within a day.” Showing their email lets them spot a typo. Only promise a reply time you can keep.
If sending fails, keep what they typed. Losing a long message is the fastest way to make someone angry.
Examples
| Case | Fields |
|---|---|
| Product support | Email and message, plus account details sent quietly if the user is signed in |
| Question on the pricing page | Email and message |
| Freelance or agency enquiry | Name, email, message, optional budget range |
| Bug report inside your app | Message and an optional screenshot (you already know the email) |
Quick rule: For each field, ask “what will I do with this answer?” If the honest answer is “nothing,” remove it.
MVPKit's form asks only for an email and a message. If your user is signed in, the embed code can pass their email and user ID, so they don't have to type it and you can see who wrote. You can also start the message box with text, like an order number. Here's how to add the form.
Want a two-field form that just works? See MVPKit's contact form.