Hello Gravity Forms fans! Continuing our Case Study series, we will showcase how HeroThemes has streamlined their support process thanks to Gravity Forms and some very clever integrations of their systems. Let’s begin the case study by introducing Richard from HeroThemes. He will walk us through how the integration has saved them time and money.

What did you use before Gravity Forms?

Richard: Gravity Forms has been part of our customer contact process on HeroThemes for such a long time, I struggle to remember what came before it. When we were looking to go beyond basic forms, we tried a few different form plugins. Gravity Forms had the edge as it was straight-forward, offering a great form builder experience, with the flexibility to create the various forms we needed – support form, contact form, sign-up forms and so on.

How has Gravity Forms improved your support process?

Richard: Building and maintaining forms is now all handled in Gravity Forms, when we tweak forms; for example, to add a new product to our support form, it takes 3 clicks with Gravity Forms. When a customer initiates a support request, form information is validated and sent through to our support team with a simple template, that is a cinch to manage. It fits our workflow and ensures we have key information when a ticket is raised, making our response quicker and more effective.

How you integrated Gravity Forms into your site?

Richard: We use Gravity Forms with all our customer touch points on HeroThemes.com. We’ve taken things a step further on our support form. In addition to requiring a login access, so that we can lookup customer information, we have a gated it with our knowledge base suggestions field. By creating our own custom Heroic Knowledge Base field, customers enter a few keywords about their issue, support articles suggestions from our knowledge base are then displayed. We estimate this has led to a 30% reduction in general support tickets and eliminated repetitive queries. Using the custom logic functionality of Gravity Forms, customers are required to search the knowledge base and confirm that they still wish to contact support before the rest of the form will display. Most common issues are addressed in the documentation and it’s a win-win for customers as they don’t have to wait for a reply from the support team to find a solution.

Tell us about the Gravity Forms Knowledge Base integration

Richard: For WordPress sites already using Gravity Forms, adding a knowledge base allows visitors to self-serve answers to common questions and help avoid repetitive, time-consuming requests. The Gravity Forms knowledge base integration is included in HeroThemes’ KnowAll Pro theme package which adds a field to provide suggestions from a site’s knowledge base documentation and support content. This integration means KnowAll and Gravity Forms can be combined for a 24/7 online help center, with 30% fewer support tickets (based on our own statistics), leading to reduced support costs and increased customer satisfaction.