The form on your site quietly collects questions, complaints and leads into an inbox nobody's watching. A trained Suppro agent works that queue from your playbook, in your brand voice, inside your coverage window. Included on every plan.
The contact form is a catch-all — it collects whatever didn't fit another channel. We read each one, route it, and answer it. All of it sits inside the scope of your plan.
The considered ones people type out in full — answered properly from your product notes, not with a canned line.
Read, checked against your policy, and actioned or replied to with clear next steps.
"Where is it", "it arrived damaged", "wrong item" — triaged and handled or escalated with the details attached.
Read carefully, answered with care to your tone, and flagged to you when they need your attention.
Sorted from the support traffic and routed to you, so a real lead never sits unseen among the noise.
Escalated to you by email or WhatsApp with the full submission — never guessed at.
A normal day of form submissions, handled inside your coverage window.
Everything submitted after hours is read and sorted first, oldest to newest, before the day's traffic starts.
Each submission is triaged — support answered, leads and wholesale pulled out and sent your way.
An exchange request checked against your policy and opened to your rules — no back-and-forth to you.
A complaint that needs your judgement goes to you by email or WhatsApp with the full submission attached.
Unlike a live chat, form submissions don't expect an instant reply — but they do expect a real one, and they pile up silently until someone opens the inbox. The work is reading each properly, sending it to the right place, and closing the loop before the customer gives up.
Whatever your form runs on — Shopify, WordPress, Typeform, a custom build — its submissions land in an inbox we work from. No rebuild, no plugin swap.
FAQs, return policy, refund thresholds, shipping promises, tone of voice. This becomes the playbook every reply is written from.
The channel is covered through your window. You get the monthly report, and only the escalations that genuinely need you.
The form queue is worked through your coverage window. Submissions that arrive outside it are picked up when the desk opens, inside your plan's first-response target.
No. Whatever your form is built on — Shopify's, a WordPress plugin, Typeform, a custom form — the submissions arrive in an inbox or your helpdesk, and we work from there. There's no rebuild and no plugin to swap.
Yes — that's a core part of working the form queue. Wholesale enquiries, partnership requests and genuine leads are pulled out and routed to you, so they don't sit unseen among returns and delivery questions.
Within your plan's first-response target during your window — 24 hours on Starter down to 4 hours on Enterprise. Forms don't carry the instant-reply expectation of live chat, but a same-day answer still makes the difference between keeping the customer and losing them.
No. Every plan includes all fifteen services across all eight channels. You're buying a monthly block of support hours, and form submissions draw from the same block as everything else.
Every plan covers all fifteen services across all eight channels — you're buying hours, not per-channel licences.
Fifteen minutes on a call is enough to work out your volume, the right window, and which plan fits.