FormAssembly vs. know'N'act

We have been a FormAssembly customer for 7 years - in previous years, I would have recommended the product to organizations seeking a flexible, albeit expensive, form tool that integrates well with Salesforce. Unfortunately, I can no longer in good conscience recommend FormAssembly as a tool to invest in. I have spent the past 7 months trying to troubleshoot issues with an add-on we paid extra for. Communication issues with support have been persistent, and my support cases have been closed without resolution. Our Account Manager has seemingly left the company, and we have not been assigned a new one in almost 6 months. This level of customer support is abysmal, and I cannot recommend that other organizations invest in a new product that comes with zero customer support. I give FormAssembly credit for still integrating well with Salesforce - but I no longer feel that the tool is worth the cost, staff time, and frustration to be a worthwhile investment.

• Salesforce prefill is a powerful way to prefill forms with records from Salesforce and prevent duplicate data entry.
• Salesforce submission connector allows us to create some pretty complex and powerful logic to process form submissions into Salesforce data.
• General form prefill options via query strings in the URL is a helpful feature.
• The ability to use custom CSS and javascript on the page makes the forms very extensible and has been helpful to give us even more functionality.

Incentivized

• FormAssembly could do a much better job supporting customers. As I mentioned, FormAssembly is critical to our day-to-day operations, so it is very important to us that support is prompt and reliable when we reach out. Unfortunately, this has not been our experience. For example, on more than one occasion, I had a support case open for months without hearing back, despite repeatedly following up.
• FormAssembly could make troubleshooting and configuration updates easier by improving their user interface. Salesforce, for example, has a feature called "Where is this used?" for fields, which makes it easy to address bugs and make changes efficiently and effectively.
• FormAssembly could benefit from improving training and support resources.

Incentivized

FormAssembly continues to meet our needs, and the product functionality continues to grow, providing us with new opportunities to utilize the software. We've built many forms and associated processes on FormAssembly. It would require a large effort to migrate to another platform. We have invested a lot of time in learning FormAssembly.

Incentivized

Forms are fairly easy to set up. Even for more complex use cases, FormAssembly's well-documented nature makes troubleshooting and finding solutions easier. Additionally, I suspect that our users enjoy the platform for its simplicity compared to other tools in our tech stack.

Incentivized

While it's not a true development package and misses some features like ingestion of external data for lists, etc... the product is fast, stable, easy to use, and will suit the needs of anyone needing online form functionality with SalesForce and other connectors available for your marketing needs.

Incentivized

I didn't participate in the implementation.

Incentivized

FormAssembly's features were more expansive than SurveyMonkey, in my opinion. When doing a comparison, we really liked that we could set up formulas to calculate expenses for us and that they would be easy to update as needed for rates that change from year to year.

Incentivized

• FormAssembly makes it easy to share registration forms with targeted groups of users
• It makes it easy to track registration numbers and form errors and reach out to people who may need assistance
• It's very easy to create registration forms quickly

Incentivized