Formstack Forms vs. Qualtrics XM for Customer Frontlines

Formstack makes it easy to create a variety of forms. I have used it for event interest and registrations, email list sign-ups, and surveys. I have found it easy to customize, and easy to export data for import into other systems (e.g., CRM).

Incentivized

I give CX Social a 9 out of 10 because while it has its cons as any software or solution does. It is an overall unique and efficient Marketing and Social Media Management solution. They have a very fast improving rate so are practically receiving new features and is a very good tool for large companies with lots of social accounts to manage.

• Allows for unique situations. As a school, we don't have the luxury of being cookie cutter. Neither do our forms.
• Support. If we don't know how to do it, their support team has been very helpful and actually attempts to understand the issue on hand.
• User friendliness. In our field we have a phrase: "what if you get hit by a bus?" With Formstack, you can "get hit by the bus" and someone else can jump in and still keep things running (this is used as a phrase for illness, not termination).

Incentivized

• CX Social is great for small scale social media management. The reporting and analytics platform is really impressive tapping it to some key metrics and making it relatable to specific campaigns.
• The data that Engagor shows about the performance of the users and team is incredibly precise and accurate.
• They also have an extremely good vendor for service support.
• It has a unique ability to combine customer engagement, social media monioring and analytics features for customer service and marketing.

• Setting up our multi-step form took some getting used to. Some of the branching logic configuration wasn't as intuitive as would be ideal.
• Since we were pushing data directly into Hubspot, I found it cumbersome to deal with data storage limits within Formstack. I would get frequent notices that new responses were not being stored in Formstack and that I needed to upgrade or delete data. I got tired of that.
• More/easier support for custom fonts would have been a huge plus. We were able to customize the form's appearance, but had to make some concessions in that regard.

Incentivized

• While customer support is good, I have seen better. But no big issue, as the analytics is excellent and it gets the job done.
• CX Social is a great tool but is also an expensive tool, so unless you are a huge agency with lots of accounts, I believe the fee will not be justified.
• Needs more detailed Response Time per user in Engagor and The interface could use more personalized settings: certain people and groups usually use the same filters and tags.

Our user base has come to rely on Formstack to get forms done. The Formstack tools make it easy to start from scratch or copy an existing form to "quick start" a new, similar form. The price is right and frees up IT staff to do more transformative work.

Incentivized

It's easy to learn how to use, generally easy for clients to use, and overall I've never had an overwhelmingly negative experience with it. While there are a few tweaks that could make it really shine, Formstack Forms serves almost all our needs and we're super happy with it.

Incentivized

The agents in the original group, especially the ones in cahoots with the developers, are really solid and know what they're talking about--I'm looking at you, Collin. The 'Tier 1' support agents that typically reply to the tickets are really spotty. If you have an overly technical question, i.e. bugfix, or describe a feature from a few years back that randomly disappeared, these agents typically will give you what feels like a generic reply and not know what you're talking about.

Incentivized

We implemented on one of the earlier versions. Through continuous engineering improvements, the interface keeps getting easier and more intuitive. Therefore, later implementations keep getting easier and better.

Incentivized

Drupal is a much more customizable platform, however you must have someone build the forms first and then you can work with them if you do not have the programming knowledge. If you have any changes to make, it can sometimes be both a time consuming and difficult process. Formstack is much more efficient if you do not have an in house programmer.

Incentivized

While Sprout Social is a very good tool. CX Social is a bit more advanced and equipt to manage a large number of accounts and delivers far better data. CX Social has a far better dashboard and interface that is simple to access and use. It is more efficient than Sprout Social and their statistic module is better as well.

• Positive - ability to analyze submission trends - e.g. when a marketing email is sent, looking at increased form viewing and submissions in relation to the sending of the campaign.
• Immediate response - those that submit forms receive immediate response that their form has been submitted.

Incentivized

• CX Social has enabled me to increase my client list by 5 percent as opposed to last year. My existing clients are so satisfied with their social accounts and monthly reports that they are eager to send consistently profitable referrals which my company has turned in to a 5 percent margin increase in profits.
• I have no bad reports about this Marketing tool. While it does has its cons as stated earlier. It is yet a very dependable and effective solution that delivers as aspected.
• It has been the most dependable Marketing and Social Media Management tools I have ever used.