Word document or online

[tony84]

Hi,

We are in the process of moving our back office system over to something that allows the customer to complete all of their details online. They have to log in, and then fill out the form. The form is fluid in the sense that it will only include the questions which it deems necessary depending on previous answers given.

As it stands, we ask customers to complete a word document and fire it back.

Out of curiosity which would you prefer?

The portal is obviously much more secure and in theory should be quicker. But personally (and I am biased as I have experience with the workd document), I prefer the word document. But it does mean I have to copy everything over to the new system.

 

[fisicx]

Online form. Much easier for the user.

If you like a word document there are ways to convert the submitted form and attach to the email you receive. Or as a pdf, excel or any other format you desire.

 

[tony84]

Its not so much what I like, its better for me if people do it online as there is less admin.
But at the same time, I do not want to put people off using us. So if the consensus is online thats fine and I am happy. I just want to get some opinions beforehand.

I have emailed some customers too.

 

[StevensOnln1]

Filling out an online form is so much easier than filling in a Word document and emailing it back, especially if it hides irrelevant questions so the customer doesn't have to work out which ones they do/don't need to answer.

 

[Kerwin]

Using something like Microsoft Forms would solve this immediately as it can store the results in an Excel spreadsheet automatically for you.

 

[BusterBloodvessel]

Online form.

Is this a one off, e.g. an account opening form when they first sign up with you. In which case even better (in my opinion) if you can ditch the login and send them a personalised link. “Thanks for applying to open an account, please click here to complete your details” sort of thing.

 

[WaveJumper]

Online form gets my vote much easier and convenient

 

[fisicx]

Using something like Microsoft Forms would solve this immediately as it can store the results in an Excel spreadsheet automatically for you.

Except the form wouldn't be integrated into the site. But get a plugin build with a multi-step form and conditional fields and conversions will increase.

Even better, do as @BusterBloodvessel suggests and make it a two part form. They enter their name/email and get sent a link to a prefilled in form. If they prevaricate you have their details to send a reminder to complete the application.

I did this for a Swedish bank and conversions increased from around 20% up to 60%. It's all about the customer journey.

 

[Frank the Insurance guy]

Online form for me too - Much easier to log in and complete the form rather than download a word documents, fill it in then email back.

You may find a few that prefer a word version - you could offer both by asking them to fill out the online form, but to tick a box if they would prefer you email them the word version.

 

[tony84]

Cheers for the replies.
I was shying away from using the new systems portal as I thought people would prefer the word document, it seems that is just my own bias. Appreciate the replies, I will start using it more.

Just to answer the questions
1) If a customer comes back, they only need to update the relevent sections, currently it would be a new document but something they only do every 2-5 years.
2) I will keep the word document, I am sure there will be people who struggle with online systems for one reason or another.
3) I dont want to build an online form myself, it seems a little excessive as I already have one for our system and a word document, but appreciate the suggestion.

 

[pentel]

Online forms are ok providing that they send a copy to the person completing the online form.

It frustrates me that I don't get a copy of the information I have provided.

 

[tony84]

Online forms are ok providing that they send a copy to the person completing the online form.

It frustrates me that I don't get a copy of the information I have provided.

Its not currently set up like that, but they would be able to access the information 24/7 on the portal we have, along with all of their documents, notes etc etc.

 

[fisicx]

Its not currently set up like that, but they would be able to access the information 24/7 on the portal we have, along with all of their documents, notes etc etc.

But getting a copy of the data you submitted means you can check the details and if there is an error you can then login and edit.

Another reason to switch to an online form.

 

[tony84]

But getting a copy of the data you submitted means you can check the details and if there is an error you can then login and edit.

Another reason to switch to an online form.

I dont make mistakes (I joke, but in seriousness I dont usually make mistakes as I cross reference what people tell me against their documents - customers make more mistakes than I do).

When I make mistakes, it costs me money, if the customer makes a mistake and I do not pick up on it, it still costs me money. Being liable is a great way to make sure you do not make mistakes.

To be honest, my priority is user experience. If customers find it easy to do business with us, they are more likely to come back. Doing the online form benefits me as it reduces my admin by about an hour a case, so I am in favour of it. I just wasnt sure customers would be.

 

[pentel]

but they would be able to access the information 24/7 on the portal we have

But getting a copy of the data you submitted means you can check the details and if there is an error you can then login and edit.

Getting a copy is a lot easier to check the info rather than logging into the 6 different potential suppliers for a part I am trying to get a quote for. I can contact up to 30-40 potential suppliers for the 10 different components for a new product. This can be a monthly occurrence.

Keeping track of who has / has not responded without a copy of what I have submitted and to who is problematic to say the least. A year later I could end up with several hundred sets of login info to dig through!!!