Item: Zoho Forms
Rating: 10
Author: Humayun Farooqi

Use Cases and Deployment Scope

We are using Zoho Forms to capture leads from our website to Zoho CRM; in the form of a contact form which is embedded with the live chat as well as in the contact us page or landing pages of different industries we provide services to. It is also being used to capture trouble tickets from our existing users which in turn initiates a ticket in Zoho Desk.

Pros and Cons

It is a drag and drop custom form builder.
It is able to send email/SMS and app notifications once it is submitted.
It integrates with other Zoho services like Zoho CRM, Zoho Desk, etc.

The free version has only 1 user which should be at least 3 as with the case with all other Zoho apps.
The Zoho Forms website is not mobile friendly which is a disappointment.
As with the case with most of the apps of Zoho, "Control Panel" should be renamed to "Settings" as it cause confusion for new users.

Return on Investment

The biggest pain point we had was getting notified in time of form submission which Zoho Forms has solved and now we do not miss any form submission from a potential lead.
Our existing customers (50+) were using conventional methods to inform us about issues being faced which was a major hassle for us in providing good customer services. But thanks to Zoho Forms, we now document each issue properly, respond to it in a timely manner and get it resolved with the SLAs.
We have also used Zoho Forms to have our live chat channel integrated with Zoho Forms to be able to get a form submission from them instantly while chatting with our CSRs.

Alternatives Considered

Bitrix24

Customization of Bitrix24 forms was not as per our requirements (like additional form options/ease of customizing) which Zoho Forms has been able to solve. Also the notification of a form submission from a lead or existing customer was the major issue we faced with Bitrix24 but has been resolved by Zoho Forms.

Key Insights

Do you think Zoho Forms delivers good value for the price?

Yes

Are you happy with Zoho Forms's feature set?

Yes

Did Zoho Forms live up to sales and marketing promises?

Yes

Did implementation of Zoho Forms go as expected?

Yes

Would you buy Zoho Forms again?

Yes

Other Software Used

Zoho CRM, Zoho Desk, Zoho SalesIQ

Usability

The user interface and user experience is outstanding, seems like a lot of hard work has been put into it by the design, development and product teams. The fonts used are optimal, the icons and menu bars are well placed, the colors are very friendly to the eye and the standard white background is beautifully adjusted to the user expectations. The sliders are well designed and you can easily find whatever menu/option/feature you are looking for without much hassle.

Support Rating

So far we have not faced any issue while using the software but our customer journey has been breathtaking so far, which obviously i am expecting, should be the case of the support of Zoho Forms as well. However we have explored their support channels; you can easily find the contact us form in the profile slider and there are other resources available with a single click like Help Menu, What's New Menu, Blogs and Forums. However i could not find any live chat or support with the Free version.

Likelihood to Recommend

Even if you cannot afford to pay for a Form builder, along with your CRM, i would strongly recommend Zoho Forms as it has the best mobile app as compared to other tools. The form submission notifications in the form of app notification, email or SMS is a very strong feature of Zoho Forms as well as other features like integration with other apps and form approval feature. However if you have 3 users for the free version of Zoho, only one of them will be able to use Zoho Forms which turns out to be a negative point of this app.

The one and only Online Form Builder you should be using for your business workflows.

Overall Satisfaction with Zoho Forms