Our Certified Developer Program is made up of elite developers who have created the very best third-party add-ons that support and extend Gravity Forms. During Certified Developer Week, we’re shining a spotlight on each of them – today, Gravity Flow is taking the stage, and in its entourage, there are a lot of happy customers.

Transforming business workflows with Gravity Flow

Your business workflows can be streamlined through the forms on your website when you extend Gravity Forms with Gravity Flow, simplifying business processes so much that tasks typically taking you weeks can be completed in just a few minutes.

As well as making your processes quicker, Gravity Flow is extremely flexible, powerful and kind to your budget. Other business process management software tools tend to charge per user, a model that quickly builds up to substantial bills for enterprise customers. In contrast, Gravity Flow charges annual licenses at three price points, without hidden costs for additional users.

Since it was founded in 2015, Gravity Flow’s renewal rate has been rising every year. This is a success that Gravity Flow’s founder thinks is influenced not just by the product itself, but also by the value that is added through outstanding customer support.

Workflows built with Gravity Flow are so flexible that they can be tailored to suit your business perfectly, and it’s high-quality customer support that makes this such a success. The customer support team is dedicated to proactive outreach that helps users embed the tool in their businesses effectively. This means Gravity Flow’s value is demonstrated in real terms and users get results they can’t ignore.

In turn, Gravity Flow becomes an essential tool for business processes to run smoothly and efficiently, making the renewal a no-brainer. This is evident in the Gravity Flow renewal rate, which has consistently been performing above average – and is still on the rise:

• 56% renewal rate in 2017
• 60% renewal rate in 2018
• 65% renewal rate in 2019
• 70% renewal rate in 2020

Gravity Flow’s founder, Steven Henty, said the company does two things to achieve that 70% renewal rate on licenses: making a great product and providing outstanding customer support:

How Gravity Flow extends Gravity Forms to make a great product

Gravity Flow has a main plugin and multiple extensions for creating bespoke, complex workflows using Gravity Forms and WordPress. The tool creates WordPress workflows using a drag-and-drop setup, so there’s no need for technical or coding knowledge.

Providing functions like generating PDFs, creating flowcharts, checklists and folders, or managing online purchases, Gravity Flow’s extensions can be used for a wide variety of business processes. This is reflected in sales data that was shared by Gravity Flow’s founder and revealed that key extensions had a relatively even spread in popularity.

The flexibility of Gravity Flow means its use cases are extremely diverse; a solution can be built based on what a business needs, whether that’s related to sales, approvals, enrolments in classes, requests for vacation, or a bespoke automation.

Plus, its range of integrations mean other tools such as WooCommerce, PayPal, Zapier and Mailchimp can be hooked up for a simpler and more connected user experience.

How Gravity Flow provides outstanding support

Focusing time, energy and resources on high-quality support means Gravity Flow creates happy customers – and retains them. This starts from set-up, with the support team aiming to help customers succeed with Gravity Flow and show the product’s benefits for businesses in practical terms, which means the decision to renew is easy to make.

Personalized emails are sent out, initially asking if customers need any help, and later to check how things are going. When following up with queries, the support team aims for a quick first response time and rolls out automated follow-up emails if their responses go unanswered.

Gravity Flow also provides an onboarding sandbox so each customer can try things out (without fear of breaking anything if they make a mistake) and this doubles as a platform for reproducing support issues and demonstrating proof of concept projects. All of this extra effort means customers are given more opportunities to resolve their issues and unblock any barriers to continued use.

Their documentation works as a marketing tool and a self-serve support tool in equal measure, initiating conversations as well as providing quick answers for customers who need them. Committed to delivering a personal experience, they don’t use documentation in an attempt to avoid talking to their customers. Instead, interactions are encouraged.

Here’s an example of Gravity Flow’s documentation, taken from a guide on the vacation request process.

Gravity Flow’s support makes such a positive impression that the team views customers who don’t use support as the highest risk for not renewing. This is because Gravity Flow’s one-to-one outreach strengthens their customer relationships. It shows users they can continue discussions, ask more questions, and offer feedback and updates. Opening up this dialog means they also get tons of glowing testimonials.

WordPress workflows helping you go further

Gravity Flow’s customer support efforts go beyond your typical tech support. It’s not just assistance with getting started or troubleshooting issues: the team goes above and beyond. They care about building relationships with their users and helping them get real value out of their WordPress workflows.

The team will occasionally send out code snippets with useful functions to customers (and add these as examples in their documentation too). They don’t offer custom services or development, but they link up customers who have development requests with trusted external developers and stay in touch with both sides throughout the process.

Handling negative outcomes constructively is an art form, and one Gravity Flow seems to have mastered. If customers have negative or neutral ratings, these are routed to Gravity Flow’s founder so that he can identify if and how things can be improved. Positive ratings are routed to Slack for the team to celebrate together.

No software will be the right fit for everyone and refunds are readily available if that’s the case with Gravity Flow. Refunding customers early is seen as a positive because it means the team can focus their attention on customers who can get the value of Gravity Flow and make sure that happens.

A certified developer that is dedicated to delivering value

Gravity Flow has a simple formula for success: it’s all about delivering the highest quality and making sure their customers experience the product’s full value. This certified developer is a shining example of how being good to your customers is good for business.

In a post about how customer support contributes to Gravity Flow’s enviable renewal rate, Gravity Flow’s founder, Steven Henty, said: “Helping our customers work through their problems and find solutions is not just a short-term win for them. It improves efficiency with lasting results. All the while, Gravity Flow becomes more deeply integrated within their business, so it’s invaluable for us too.”

With a commitment to developing an exceptional product as well as strong, lasting customer relationships and a support team dedicated to getting their users transformational results, Gravity Flow’s efforts are reflected in their sky-high renewals.

Take our advice, Gravity Flow is a certified developer that deserves your full attention: Get started with Gravity Flow.

As part of Certified Developer Week (Monday 21st – Friday 25th, 2021 only), Gravity Flow is offering an exclusive $50 off their Ultimate License (discount automatically applied at checkout with this link).