How to create a client intake form (with a high response rate)

Client intake forms can be used to collect data and files as part of the onboarding process. They are a simple way to save you time going back and forth with clients to gather key information. They also offer clients a good customer experience at the start of your relationship.

Client intake forms are easy to create using free software. However, form creation is usually the easy bit. What is more difficult is persuading clients to complete and send the forms back to you without time-consuming reminders, reassurance about security, and requests for more information.

What is a client intake form?

Client intake forms are a way to collect useful information from clients at the start of your working relationship. Once you have this information, you can get on with offering value to your new clients. Without it, you’re stuck arranging phone calls and sending emails until you get the information you need.

Client intake forms can be used in two slightly different ways.

  1. You can send a new client intake form to clients your sales team have already been in touch with. This way client intake forms are the first step in your client onboarding process. You can use the form to gather essential information about the client, as well as to clarify your services.
  2.  You can also embed client intake forms on your website as a way of curating leads, so you can avoid lots of back and forth conversations about what you offer and whether you are a good fit for the client and vice versa. This use of client intake forms is useful if you want your client onboarding process to be more ‘self service’ rather than ‘high touch’, involving a sales team right at the start.

All branded client intake forms shown in this article have been created using content and document collection software File Request Pro

 

Why would you use a client intake form?

Client intake forms are a simple way of collecting information and sometimes files from new clients. The benefits are:

  • Saving time on back and forth conversations via email or phone
  • All client content and files in one place rather than on messy email threads or scattered in cloud storage
  • An easy way to update all team members on key client information to avoid mistakes and poor client communication
  • Can be used to clarify what services you’ll be offering and how you work
  • A professional way to begin your relationship with new clients
  • Meets stringent security requirements when it comes to client data (email is often a target of scammers)

How can you create a client intake form?

You can create a client intake form using free or inexpensive form building or word processing software. This might be enough for some smaller businesses. You can easily create basic forms that can then be emailed, or sent as link or embedded on your website in the case of form builders.

However, creating the form is only the first step of the content collection process. You also need to consider content organisation, file collection, reminder emails, and security. This is why specialist form builders and content & file creation software can be a good choice for businesses where security and efficiency are important.

Free and inexpensive form builders

You can create a simple client intake form with software like Google Forms, Microsoft Forms, Jot Forms, Typeform, and similar. You can even use basic word processing software, provided clients are able to fill in the form on their device.

This is an example from Google Forms:

Content and document collection software

You can use content and document collection software to create more sophisticated client intake forms, to automate the reminder process and to organise the content you receive.

This type of software generally falls into two categories: client portals and specialist document collection software. Client portals allow two-way sharing of information and usually require your clients to log in. Document collection software doesn’t require your client sign in but can’t be used to send content to your clients.

Client portal software like SmartVault offer a secure way to organise client documents. They are particularly concerned with security and compliance, and have a varied feature set that includes e-signatures.

Document collection software like File Request Pro allows you to collect content and files using a branded upload page that can be embedded on your website or used as a standalone page. Content is then sent direct to your cloud storage using an encrypted connection.

How should client intake forms look?

All clients are different, so the answer to this question varies. However, you are aiming for the highest response rate possible. If you can improve this metric then you will save yourself considerable time and hassle. Here are some points to consider:

Branding/white-labelling forms

Will you get a better response rate from clients if your client intake form is customised with your branding, so it fits seamlessly with the content on your website or your promotional material?

This isn’t just a case of making your form look ‘attractive’. It’s about persuading your clients to trust you with sometimes sensitive information. With the amount of fraud around on the internet, clients are rightly cautious about completing and sending a random form that looks like it could have come from anyone.

 

Client sign in

Although you may like the idea of requiring clients to log in, because it is more secure, there can be a trade-off in terms of your client response rate. Your clients may be fed up with managing passwords and user names, and delay filling in your form because there is friction involved in terms of signing in before you can even start.

Although most form builders don’t require sign in for content collection, they do if you also need to collect files. This is the case for Google Forms and Microsoft Forms.

One question per page or many?

Client intake forms inspired by word processing software often look like the kind of form you’re used to filling out in person at the dentist.

This is an example of a basic client intake form provided by Smartsheet.

This might be suitable for your clients if such an association makes them feel more confident about the process. However, when translated online this kind of form can look crowded and be hard to fill in (impossible on mobiles).

In contrast, modern form builders promote a more conversational style. This example is from Typeform:

Not all clients like to see only one question per page though. It can feel like you’re clicking ‘ok’ a lot, and can be annoying if your internet connection is patchy. It can also be frustrating not being able to see all the questions at a glance, so you know what to expect.

Spend some time doing customer research, to work out what style of form will suit your clients best.

  • Do they mostly use mobiles, laptops or desktops?
  • What demographic are they? How tech savvy are they?
  • Do they need to be able to see all questions at a glance?
  • Will customised form types like dropdowns, checkboxes and so on help you get the information you need?

Organising and storing client data

Creating a client intake form is only the first step in the content collection process. Even if you have a high response rate, you don’t want to them spend hours manually organising content. This will offset the time you’ve saved by optimising your intake form.

You can automate sending client content and files direct to your cloud storage, into a folder of your choosing. Preferably, you’d send content and files for each client to a separate folder in their name.

You can also automate sending your client intake form (if it isn’t embedded in your website), as well as reminder emails and thank you emails. This saves you chasing new clients for key information.

Security and privacy

Requesting clients to send you personal information over ‘ordinary’ email is not very secure. According to security experts Tessian, 74% of organizations in the United States experienced a successful phishing attack in 2020 and 96% of phishing attacks arrive by email.

Many of your clients will know this, and will be concerned about sending confidential information unless you can prove you take security (and privacy) seriously. If you want a high response rate, you need to inspire the trust of your clients.

You could use email encryption, as explained in this article: What is Email Encryption, How Does It Work, and How Can It Protect Your Organization?

Or you can use a software service that offers bank level encryption as standard. For example, File Request Pro says: “All our user data is encrypted at rest using AES 256-bit encryption algorithm. Our service is built on cloud service providers like Amazon Web Services (AWS) and Linode, with robust security mechanisms”.

Large companies are not necessarily more secure than smaller ones. This is because larger companies are often targeted more heavily by fraudsters, and have more employees to make errors (as happened recently with Facebook). Check what security measures a company has in place, and see how their historical performance backs this up.

Although we discuss in this article how you can make sure you collect data securely from clients, you will also need to consider the legalities. For example, the GDPR legislation affects how you collect data from people living in the EU.

How to create a client intake form with a high response rate

As with any form, your key metric is whether clients successfully fill in the client intake form and send it back to you without reminders. This will depend on how effectively you’ve tailored the form to your specific clients, how easy the form is to fill in on the devices they use, and how confident they are sending you private information through the channel you’ve selected.

Keep tweaking your client intake form to improve a decent response rate. If your response rate is poor, then consider major overhauls like making the intake form one page, customising it thoroughly, or using a service that promises your clients better security.

Try File Request Pro free for 14 days – create high-performing client intake forms with file upload functionality

Use branded upload pages to gather and organise content. Spend more time on important tasks and less time worrying about logistics and security.

Here is our step-by-step walk through of creating a client intake form with File Request Pro.