The problem

We noticed that we were getting two emails from potential clients. The one email would come through from our contact form on page, and the other would come through as a reply to the confirmation email that was sent to the client upon submission.

Submission confirmation email – before
Submission confirmation email – before

The solution

We updated the title and message body to better reflect that we had received the message and would reply shortly, and removed the inclusion of the client’s original message to prevent any ambiguity or confusion over the next steps.

Submission confirmation email – after

Additional changes

We also saw the opportunity to “humanise” the text someone sees on the website after submitting the form:

Form submission text – before
Form submission text – before
Form submission text – after
Form submission text – after