Formstack - Detailed Review
Customer Service Tools
Formstack - Product Overview
Overview of Formstack
Formstack is a comprehensive online form building and data collection platform that serves a diverse range of industries and organizations. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
Formstack is designed to help organizations digitize their processes, automate workflows, and collect data efficiently. It enables users to build online forms, integrate these forms with various business systems, and automate tasks without the need for extensive coding knowledge.
Target Audience
Formstack’s target market includes businesses of all sizes, from small and medium-sized enterprises to large enterprise organizations. Additionally, it caters to educational institutions, healthcare organizations, non-profit entities, and various other industries. The platform is used by individuals in various roles such as business owners, IT professionals, marketing teams, and human resources departments.
Key Features
AI-Powered Form Builder
Formstack uses advanced AI technology to help users create intelligent and dynamic digital forms quickly and efficiently. Users can generate forms by providing details, and the AI will create a draft form.
Integration Capabilities
The platform seamlessly integrates with CRMs, ERP systems, and other business tools, ensuring data flows directly into central systems and reducing manual tasks and data errors.
Automation
Formstack automates various business processes, such as lead generation, event planning, and data collection. It also allows for the generation of AI-powered documents and digital signature collection.
User-Friendly Interface
The platform is intuitive and easy to use, making it accessible to users with varying levels of technical expertise. This user-friendly design helps in reducing IT dependency and saving time.
Customization and Scalability
Formstack offers advanced customization options, allowing users to adapt the platform to their specific needs. It is scalable and can be used by organizations of all sizes.
Conclusion
Overall, Formstack is a versatile and innovative solution that helps organizations streamline their processes, improve productivity, and enhance data integrity.
Formstack - User Interface and Experience
User Interface Overview
The user interface of Formstack, particularly in its AI-driven form building capabilities, is designed to be intuitive and user-friendly, making it accessible to a wide range of users, regardless of their technical expertise.Ease of Use
Formstack boasts a drag-and-drop form builder that simplifies the process of creating digital forms. This interface allows users to easily add or remove fields, customize the layout, and include brand assets such as logos and colors without needing any coding knowledge. The AI-powered Form Builder further enhances this ease of use by automating many of the mundane tasks involved in form creation. Users can simply type the details of their form into a prompt, and the AI will automatically add the necessary fields, streamlining the process significantly.Customization
The interface offers a high degree of customization. Users can choose from blank canvases or pre-built templates to suit their specific needs. This flexibility allows for the creation of forms that are both functional and visually appealing, aligning with the user’s brand and requirements.Integration and Automation
Formstack’s user interface also facilitates seamless integration with various systems such as CRMs, ERP systems, and other third-party applications. This integration enables automatic data transfer and workflow automation, reducing manual tasks and improving data accuracy.Analytics and Feedback
The platform includes features for gathering analytics and feedback. Users can create custom visual reports, track form performance, and set up notifications based on specific triggers. This helps in identifying trouble areas in forms and making data-driven decisions.Overall User Experience
The overall user experience with Formstack is generally positive, with many users appreciating its simplicity and effectiveness. The intuitive interface makes it easy for both novice and experienced users to build and manage forms. However, some users have noted minor issues such as occasional glitches and difficulties in finding certain settings, but these are relatively rare and often addressed by the support team.Conclusion
In summary, Formstack’s user interface is engineered to be easy to use, highly customizable, and integrated with various systems to automate workflows and enhance data collection and analysis. This makes it a valuable tool for organizations looking to streamline their form-building and data collection processes. Formstack - Key Features and Functionality
Formstack Customer Service Tools
Formstack, particularly in its customer service tools, offers several key features and functionalities that are enhanced by AI technology. Here are the main features and how they work:
AI-Powered Form Building
Formstack’s AI-Powered Form Builder allows users to create intelligent and dynamic digital forms quickly and efficiently. Here’s how it works:
- You log into your Formstack Forms account and select ‘Create Form.’
- You choose the ‘Generate with AI’ option, provide a name for the form, select a folder, and specify the industry and department.
- You input the details of your form into a prompt, and the AI generates a draft of the form.
This feature saves time and reduces manual effort, enabling you to focus on other important tasks.
Customizable Templates
Formstack provides customizable templates, such as the Customer Service Form Template, which can be used to handle customer requests, complaints, or support inquiries. These templates are generated using AI to ensure they are relevant and effective.
- The customer service form template allows customers to cancel service, request a fix, or update contact information easily.
- This template streamlines service requests and improves the overall customer experience.
Integration with Business Systems
Formstack allows seamless integration with various business systems, including CRMs, ERP systems, and other software tools. This integration ensures that data flows directly into your central systems, improving accuracy and reducing manual tasks.
- Data can be automatically populated into forms, and workflows can be streamlined, eliminating the need for IT or technical support.
Automation of Processes
The platform automates various processes, minimizing the need for manual intervention. Here’s how:
- Forms can be connected to document generation, digital signature collection, and other business processes.
- Automated workflows help in reducing data errors and discrepancies caused by manual entry or paper processes.
Data Transformation and Actionable Insights
Formstack helps in transforming captured data into actionable insights. Here’s how:
- Data is routed to central business systems, generating AI-powered documents and allowing for e-signatures.
- The platform tracks form performance, providing insights that can be used to improve processes and decision-making.
Low-Code Application Building
Formstack offers low-code application building capabilities, which enable users to create applications without extensive coding knowledge.
- This feature helps in automating business processes, eliminating data silos, and increasing productivity.
In summary, Formstack’s AI-driven customer service tools focus on streamlining form creation, automating processes, integrating with various business systems, and transforming data into actionable insights. These features help organizations save time, reduce manual effort, and improve overall efficiency and customer experience.
Formstack - Performance and Accuracy
Performance
Formstack performs well in several areas:Ease of Use and Integration
Formstack is praised for its user-friendly interface and minimal setup time, making it easier for small to mid-sized teams to implement and use compared to other tools like FormAssembly.AI-Powered Efficiency
Formstack integrates AI to automate and enhance form-building workflows, such as intelligently pre-filling form data, leveraging logic, and automating routine tasks. This significantly improves efficiency and streamlines processes.Workflow Automation
The Formstack Workflows feature combines an intuitive online form builder with flexible workflow automation tools, allowing for the efficient management of customer service processes. This includes automating repetitive tasks, improving communication, and speeding up processes.Accuracy
In terms of accuracy, Formstack generally fares well but has some notable limitations:Data Collection and Analysis
Formstack is effective in collecting and analyzing data from forms, allowing for seamless export of information into formats like Excel. This helps in maintaining data accuracy and facilitating detailed analysis.Quality Control Features
The software includes integrated quality control features that ensure forms are used correctly and allow for the approval or rejection of submitted forms before they are included in the data pool.Limitations and Areas for Improvement
Despite its strengths, Formstack has several areas that need improvement:Double Submission Issue
There have been reports of double submissions, which can lead to customers being charged twice and necessitate refunds. This issue affects the accuracy and reliability of the data collected.Customer Service
Many users have reported negative experiences with Formstack’s customer service, including difficulty in reaching support, lack of helpful responses, and issues with account management. This can impact the overall user experience and trust in the product.Limited Mobile App Functionality
The mobile app of Formstack is noted to have limited functionality, which can hinder its use and effectiveness on mobile devices.Formatting Options
Users have reported difficulties in formatting the appearance of forms due to limited options in the interface, which can affect the presentation and usability of the forms.Difficulty Finding Settings
Some users find it challenging to locate specific settings within the platform, such as deactivating a form after a certain time or number of responses. In summary, while Formstack offers significant advantages in terms of ease of use, integration capabilities, and AI-powered efficiency, it faces challenges related to customer service, double submission issues, and limited mobile and formatting functionalities. Addressing these areas could further enhance its performance and accuracy in the customer service tools category. Formstack - Pricing and Plans
Formstack Pricing Overview
Formstack offers a structured pricing model with several tiers to cater to different business needs. Here’s a breakdown of their plans and the features included in each:
Forms Plan
Price
Starting at $83 per month (billed annually).
Features
- No-code, drag-and-drop form builder
- 1 builder user
- 25 forms
- Storage for up to 1,000 submissions per form
- 2GB of storage
- Unlimited submissions and form views
- Basic workflow automation
- Dynamic task assignments, form-to-form prefill, and workflow dashboards
- Custom branding
Suite Plan
Price
Starting at $250 per month (billed annually).
Features
- Includes all features from the Forms Plan
- 5 builder users
- Unlimited document senders
- 100 forms with up to 10,000 submissions each (up to 1 million total submissions)
- 10GB of storage
- Document automation and eSignatures
- Advanced features like document merges, templates, unlimited signatures, step logic, group approvals, smart lists, and data routing
Enterprise Plan
Price
Custom pricing based on the organization’s specific needs.
Features
- Custom security features (HIPAA and PCI compliance)
- User-level permissions
- Custom workflows for enterprise needs
- Contract Lifecycle Management (CLM) capabilities
- Advanced support, including a Dedicated Customer Success Manager
Additional Options
Additional Users
You can add more users to your plan starting at $20 per user.
Extra Usage
Increase your usage limits starting at $50.
Feature Add-Ons
Premium feature add-ons are available to enhance your current plan without upgrading to a higher tier.
Free Trial and Free Plan
Formstack does not offer a free plan, but it does provide a 2-week free trial for their paid plans.
Formstack - Integration and Compatibility
Formstack Overview
Formstack is a versatile and integrated platform that seamlessly connects with a wide range of tools and systems, making it a powerful asset for automating workflows and enhancing data management.
Integration with Business Systems
Formstack allows users to integrate their forms with critical business systems such as CRMs, ERP systems, and other software tools. For example, you can connect your forms to systems like HubSpot, Salesforce, Microsoft Dynamics, NetSuite, Pardot, Pipedrive, and ZohoCRM, among others. This integration enables the automatic syncing of form data to these systems, eliminating the need for manual entry and reducing errors.
No-Code Integrations
One of the key features of Formstack is its no-code integration capability. Users can map form fields to lead or contact records in just a few clicks, ensuring that data remains in sync across different platforms. This process is straightforward and does not require any coding knowledge, making it accessible to users of all skill levels.
AI Tools Integration
Formstack can also be integrated with AI tools to enhance its capabilities. Using platforms like Latenode, users can connect Formstack with various AI services to automate data analysis, improve user experience, and predict trends. This integration allows for real-time data analysis, dynamic form adaptations based on user input, and improved data accuracy through AI-driven validation.
Document Generation and eSignatures
In addition to form data integration, Formstack offers document generation and eSignature collection features. Formstack Documents (formerly Webmerge) can dynamically generate documents such as Word, Excel, or PDFs using data from your forms or other applications. This can be particularly useful for generating contracts, invoices, or other documents automatically.
Cross-Platform Compatibility
Formstack is compatible with a wide range of devices and platforms. Users can create and publish forms from anywhere, and these forms can be completed on various devices, including desktops, tablets, and smartphones. The platform’s intuitive interface ensures that forms are responsive and user-friendly across different devices.
Workflow Automation
Formstack’s workflow automation suite allows users to connect their workflows to dozens of other applications, including popular web tools. This enables the automation of processes from start to finish, such as capturing information, generating documents, collecting payments and signatures, and sending out surveys. The platform supports integration through automation tools like Zapier or Make, or directly via APIs, making it highly flexible and adaptable to different workflow needs.
Conclusion
In summary, Formstack’s integration capabilities are extensive and user-friendly, allowing seamless connections with various business systems, AI tools, and other software applications. Its compatibility across different devices and platforms makes it an effective solution for automating workflows and managing data efficiently.
Formstack - Customer Support and Resources
Customer Support Options
Formstack’s support team is structured into three tiers to address various levels of issues:
Tier 1
This tier is the primary point of contact for new cases. They assess the issue, provide solutions, or escalate the case to Tier 2 or 3 if necessary.
Tier 2
Specialists in this tier conduct more in-depth investigations, such as analyzing email and system logs. If they cannot resolve the issue, they escalate it to Tier 3.
Tier 3
These are subject matter experts who work closely with other tiers and the product and engineering teams to resolve complex issues quickly.
Contact Methods
Users can contact the support team in several ways:
Support Tickets
Customers can submit support tickets via the Formstack website or through the Support Inbox by selecting the “i” icon next to their name while logged in to the app.
Phone Support
Eligible customers can schedule a call through Appointlet. The customer service phone number is (317) 542-3125, available during office hours.
Email Support
Customers can email support@formstack.com for specific issues. Other email addresses are available for legal and privacy inquiries (privacy@formstack.com) and general information (formstack@dpr.eu.com).
Additional Resources
Formstack provides several resources to help users get the most out of their platform:
Formstack Academy
This resource offers a variety of educational materials, including webinars, how-to videos, and tips and tricks to help users build and automate forms effectively. It covers topics such as form building, data collection, and process automation across different industries.
Resource Center
Here, users can find a library of resources, including templates, customer stories, and blogs that provide insights and best practices for using Formstack.
Help Center
Although not explicitly detailed, the help center is likely accessible through the Formstack website, providing guides and FAQs to help users troubleshoot common issues.
Theme Editor and Customization
For those looking to customize their forms, Formstack offers a Theme Editor and the option to use advanced custom CSS, allowing users to personalize their forms without needing to code.
These resources and support options are designed to ensure that users can quickly resolve issues and make the most of Formstack’s features to streamline their workflows and automate processes.
Formstack - Pros and Cons
When Considering Formstack as a Customer Service Tool
When considering Formstack as a customer service tool in the AI-driven product category, here are some key advantages and disadvantages to be aware of:
Advantages
Ease of Use
Ease of Use: Formstack is known for its intuitive and user-friendly interface, making it easy for users to create and manage forms, even for those without extensive technical knowledge. The drag-and-drop form creation feature and customizable templates simplify the form design process.
Integration Capabilities
Integration Capabilities: Formstack offers extensive integration options with various third-party platforms, including CRM systems, email marketing tools, payment processors, and analytics platforms. This ensures seamless data flow across different systems, reducing manual intervention.
Digital Information Collection
Digital Information Collection: The software excels in collecting responses from large groups of people efficiently and allows for easy data export into formats like Excel for detailed analysis.
Quality Control Features
Quality Control Features: Formstack includes integrated quality control features that enable the approval or rejection of submitted forms before they are included in the data pool, ensuring data integrity.
AI-Powered Efficiency
AI-Powered Efficiency: Formstack leverages AI technology to automate form-building workflows, pre-fill form data, and automate routine tasks, enhancing overall efficiency.
Comprehensive Solution
Comprehensive Solution: Unlike some competitors, Formstack provides a holistic solution that includes form building, document automation, e-signatures, and workflow management, making it a one-stop platform for various business needs.
Disadvantages
Double Submission Issue
Double Submission Issue: Some users have reported instances where form entries get submitted twice, leading to issues such as double charging and the need for refunds.
Difficulty Finding Settings
Difficulty Finding Settings: Users have experienced difficulty in locating certain settings, such as deactivating a form after a specific time or number of responses.
Poor Customer Service
Poor Customer Service: Despite some positive reviews, several users have reported negative experiences with Formstack’s customer service, including difficulty in reaching support, unhelpful responses, and issues with account management.
Limited Mobile App Functionality
Limited Mobile App Functionality: The mobile app of Formstack has been noted to have limited functionality and could benefit from improvements to enhance its user experience.
Limited Formatting Options
Limited Formatting Options: While the interface is user-friendly, the formatting options for the forms can be limited, making it sometimes difficult to achieve the desired appearance.
Pricing
Pricing: Formstack is on the pricier end compared to some competitors, and there are limits on the number of forms or documents that can be created under certain plans, which may not be ideal for small businesses.
By weighing these pros and cons, you can make a more informed decision about whether Formstack aligns with your business needs and expectations.
Formstack - Comparison with Competitors
Formstack’s Unique Features
Formstack, while primarily known for its form building and data collection capabilities, also integrates AI in several key areas:- AI-Powered Form Builder: Formstack uses AI to automate the form creation process, allowing users to generate forms quickly by providing details and letting the AI create a draft. This feature streamlines form building and integrates seamlessly with other business systems like CRMs and Formstack Documents.
- Integration with Conversational Marketing: Formstack can be enhanced with tools like Lift AI, which helps in identifying real-time buyer intent and engaging high-intent visitors immediately. This combination can significantly increase chat coverage, conversations, and pipeline revenue, as seen in the case of Formstack’s 88% increase in pipeline revenue.
Alternatives and Comparisons
Freshdesk
Freshdesk is a customer service platform that incorporates AI features such as:- Freddy AI: A chatbot for customer self-service.
- Auto-triage: Automatically categorizes and assigns tickets.
- Predictive Support: Suggests solutions based on past tickets.
- Agent Assist: Provides context and recommends responses.
Zendesk
Zendesk is another prominent customer service platform that leverages AI:- Agent Assist: Similar to Freshdesk, it provides context and recommends responses.
- Answer Bot: Automates responses to common customer inquiries.
Tidio
Tidio offers AI customer service software with its bot, Lyro AI:- Lyro AI: Detects frequently asked questions, automates replies, identifies support opportunities, and recognizes user behavior to make sales recommendations.
- Predefined Templates: Comes with 35 predefined templates and can intelligently triage and route tickets.
- 24/7 Customer Service: Provides continuous customer support.
Key Differences
- Focus: Formstack’s AI is primarily focused on form building and integrating with conversational marketing tools like Lift AI. In contrast, Freshdesk, Zendesk, and Tidio are more centered on customer service and support automation.
- Integration: Formstack excels in integrating with various business systems and CRMs, making it a holistic solution for data collection and activation. Freshdesk and Zendesk also offer integrations but are more specialized in customer service workflows.
- Cost and Customization: Freshdesk and Tidio offer more affordable pricing tiers with accessible AI features, while Zendesk can be more expensive. Formstack’s AI features are integrated into its form building and document automation services, which might be included in its overall pricing structure.
Formstack - Frequently Asked Questions
Frequently Asked Questions about Formstack
What are the different pricing plans offered by Formstack?
Formstack offers several pricing plans to cater to various business needs. The main plans include:
- Forms: Starting at $83/month (billed annually), this plan is ideal for businesses focused on basic form-building capabilities and simple data collection.
- Suite: Starting at $250/month (billed annually), this plan combines forms, documents, and eSignatures, offering a more comprehensive solution.
- Enterprise: This plan is customized for larger organizations with complex requirements and includes advanced security features, user-level permissions, and custom workflows.
What features are included in each Formstack plan?
Each plan includes different levels of features:
- Forms Plan: Includes 1 builder user, 25 forms, up to 1,000 submissions per form, 2GB of storage, and basic workflow automation.
- Suite Plan: Includes 5 builder users, unlimited document senders, 100 forms with up to 10,000 submissions each, 10GB of storage, and advanced features like document merges, templates, and unlimited signatures.
- Enterprise Plan: Offers custom security features, user-level permissions, and custom workflows, including Contract Lifecycle Management (CLM) capabilities.
How does Formstack ensure data security and compliance?
Formstack prioritizes data security and compliance. The platform is compliant with industry standards such as GDPR, HIPAA, and PCI. It also offers features like data encryption, password protection, and user access controls to ensure sensitive data is protected.
Can I add more users or increase usage limits without changing my plan?
Yes, Formstack allows you to add more users or increase usage limits without upgrading your entire plan. You can add additional users starting at $20 and increase usage limits starting at $50. This flexibility helps businesses scale their operations without committing to a higher-tier plan.
What kind of workflow automation does Formstack offer?
Formstack offers workflow automation through its Workflows feature, which is available in all plans. The Workflows PRO add-on, available on the Suite and higher plans, includes extended functionality like step logic and approvals. This allows businesses to automate workflows and set up form-to-form prefill efficiently.
Does Formstack offer any free trial or discounts?
Yes, Formstack offers a free trial for potential users to test the platform. Additionally, there are annual discounts available for each plan when you opt for yearly billing instead of monthly.
How does Formstack support form customization and branding?
Formstack provides a drag-and-drop interface that makes it easy to customize forms with themes, colors, and fonts. You can choose from various pre-designed form templates or create your own, ensuring the forms match your brand identity.
What kind of integrations does Formstack support?
Formstack supports a wide range of integrations with other tools and platforms, such as Salesforce, HubSpot, and more. These integrations enhance data collection, management, and automation processes within your business workflow.
What kind of customer support does Formstack offer?
Formstack provides exceptional customer support to ensure users have a smooth experience. Their support team is readily available to assist with form setup, integration troubleshooting, and customization guidance.
Are there any limitations to the mobile app version of Formstack?
Yes, the mobile app version of Formstack may not have all the same features as the web version. This could limit functionality for users who heavily rely on mobile form creation or data collection.
Formstack - Conclusion and Recommendation
Final Assessment of Formstack in the Customer Service Tools AI-driven Product Category
Formstack is a versatile and user-friendly platform that offers a range of tools and features, making it an excellent choice for various industries and business sizes, particularly in the context of customer service and marketing.
Key Benefits and Features
- Versatility and User-Friendly Interface: Formstack caters to a wide range of industries, including small and medium-sized businesses, enterprise organizations, non-profit organizations, and educational institutions. Its intuitive design makes it accessible to users of all technical levels, allowing them to create digital forms and automate workflows without needing coding knowledge.
- Customization and Integration: The platform provides high levels of customization options, enabling users to tailor forms and workflows to their specific needs. It also integrates seamlessly with various third-party applications and tools, such as Salesforce, MailChimp, and PayPal, which streamlines processes and eliminates manual data entry.
- AI-Powered Form Building: Formstack’s AI-powered form builder allows teams to create intelligent, dynamic digital forms quickly and efficiently. This feature automates the form-building process, saving time and reducing manual effort. It also integrates with other business systems for automatic data population and streamlined workflows.
- Enhanced Lead Generation and Engagement: Formstack is particularly useful for marketing teams, offering professional, branded forms for lead generation, event planning, market research, and testimonial acquisition. It provides conversion optimization features and integrations that automate online lead generation efforts.
Success Stories and Impact
A notable example of Formstack’s effectiveness is its integration with Lift AI and Drift. This combination enabled Formstack to see real-time buying intent of visitors, leading to an 88% increase in pipeline revenue in just 90 days. This was achieved by targeting and personalizing the visitor experience based on buyer intent, resulting in significant increases in site coverage, conversations, and opportunities.
Who Would Benefit Most
Formstack would be highly beneficial for:
- Business Owners and Entrepreneurs: Looking to optimize operations and automate manual processes.
- Marketing Teams: Seeking to streamline lead generation, event planning, and market research.
- IT Professionals: Implementing efficient solutions for their organizations.
- Human Resources Departments: Digitizing employee onboarding and performance evaluation processes.
- Non-Profit Organizations and Educational Institutions: Streamlining operations and reducing administrative overhead.
Overall Recommendation
Formstack is a highly recommended tool for businesses aiming to enhance their customer service, marketing, and operational efficiency. Its ease of use, customization options, and AI-driven features make it an ideal solution for a diverse range of customers. By leveraging Formstack, businesses can significantly improve their lead generation, event planning, market research, and overall workflow automation, leading to increased productivity and revenue.