In case you didn’t know, FormAssembly uses FormAssembly. And we use it a lot.
The reason we can spout all the great benefits of having a sophisticated, flexible solution for collecting and transferring data is because we use FormAssembly in every department on our team.
In this post we’ll be featuring several ways our support team uses FormAssembly to speed up onboarding and hiring, create customer support forms, and more.
These are examples that you can use on your own customer support team, and all of them can be implemented relatively easily.
1. Candidate Evaluation Forms
Great support starts with outstanding people. That’s we take great care when hiring new support team members. This screenshot shows a candidate evaluation that we’ve used in the past when evaluating potential hires.
2. FormAssembly Support Team Candidate Test
One of the best ways to really get a sense for whether a candidate will work well with your team or not is to see them in action. Lots of companies have opted into the trend of asking candidates to complete projects, tests, or freelance assignments.
On our support team, we use a form to ask candidates sample customer questions to see their thought process and their people skills in responding to customers and evaluate their writing skills and communication style. Because we can see how long it took a candidate to fill out the form, we can also get insight into how much effort and thought they applied to the test.
“I couldn’t do interviews without it. The practical interview form allows us to see how the candidates would interact with customers, how they describe technology, and if they know what questions to ask.” – Hillary Sciscoe, Customer Development Representative at FormAssembly
Answers are connected with a Google spreadsheet where our Director of Customer Success and other team members can review and grade the answers.
3. Support Training
When lucky people make it past the interview process to become a Customer Support Specialist, Customer Success Manager, or Customer Support Engineer, they start an intensive onboarding process that includes several FormAssembly training modules.
In fact, all new FormAssembly hires go through the onboarding course. Built entirely from web forms, the training includes assigned reading, long and short answer questions, and practical form building exercises.
This type of onboarding could easily be adapted for any company that needs to deliver a large amount of information to new hires in a short period of time.
4. Welcome Call Information
When it comes to working with customers, FormAssembly is an invaluable asset to us. New FormAssembly users get to start off their subscription on the right foot with a welcome call to introduce them to FormAssembly and get answers to questions they may have. Welcome calls happen in the first month of a person’s subscription.
To provide individualized attention to each customer, we use (you guessed it) a FormAssembly form. Before starting a call, we use a form to pull up customer information like plan type and usage data from Salesforce. This helps to inform welcome calls and skip the step of hunting down the information we need in Salesforce.
5. Support Form
Using FormAssembly for customer support forms is an example you’re probably familiar with. We’ve written before about best practices for contact forms and profiled Dharma Merchant Services, who used a FormAssembly solution to improve their tech support forms.
In our support form, customers can enter short or long descriptions of their issue, in addition to form links and supporting documents. By connecting this form to Salesforce, we’re able to keep customer communications organized.
6. Customer Satisfaction Survey
Customer satisfaction is a big deal to us. If our customers aren’t happy, we’re not happy.
That’s why we have several forms to gather customer feedback. These surveys are automatically sent to customers if they don’t send a message to an ongoing conversation for a few days. The form is delivered in two phases. First a customer picks from one of two options for their recent support experience: “Good” or “Could’ve been better.”
When a selection is made, a customer is redirected to a second form to gather more information based on their response. All those customers answers are sent to Salesforce where they help keep our customer satisfaction record updated.
7. In-App FormAssembly Ratings
We have more than one feedback form to offer multiple chances for customers to send us their comments.
In the FormAssembly app, you may have seen a 1-10 rating scale pop up. This is an integration between Pendo and FormAssembly. The response given on this form is transferred through a FormAssembly form.
There you have it! FormAssembly is not only fitting for multiple different departments and teams, it also has multiple use cases within those departments.
If you’re interested in implementing customer support forms or another form similar to these examples for your organization, contact us or get started today!