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Forsta CX Platform for Insurance from Confirmit (now Forsta)
Enterprise feedback platform with multi-channel data collection, advanced analytics, and reporting. Includes insurance-specific survey templates, journey mapping tools, and benchmarking. Offers specialized modules for tracking the customer experience across underwriting, claims, and policy servicing.
More about Confirmit (now Forsta)
Product analysis by function
Customer Feedback and Survey Tools for Customer Service
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools
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Data Collection & Survey Creation
(13 Yes /13 Known /15 Possible features)
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Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
Forsta CX advertises multi-channel distribution including email, SMS, in-app, web, and phone. Source: product brochure and website. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Insurance-specific survey templates and customization referenced in product description and website. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Branching/skip logic standard in enterprise survey platforms as described in Forsta documentation. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Anonymous feedback is possible as part of the data privacy and compliance focus cited by Forsta. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Platform supports various response types including text, scale, NPS, and more (website). | |
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Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
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Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
Offline survey collection is specifically offered in Forsta's mobile and kiosk modules. | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Automated distribution and scheduling clearly stated in brochure and automation features description. | |
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Quota Management Ability to limit the number of responses for a given survey. |
Quota controls available for research management; validated by product documentation. | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Unique respondent links for tracking are standard and listed in Forsta technical support docs. | |
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Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
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Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Real-time response capture is a core platform feature for analytics dashboarding. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Partial response save/capture is mentioned as supported in Forsta documentation and demos. | |
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Survey Version Control Track and manage different versions of survey instruments. |
Version control of surveys stated in knowledge base and admin controls. | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
Forsta CX integrates with third-party panels for additional respondent sourcing. |
Analytics & Reporting
(14 Yes /14 Known /15 Possible features)
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Dynamic analytics dashboard highlighted as a key differentiator on product website. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
Automatic NPS calculation is built in and described for insurance segments. | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT computation available as a default metric in all Forsta CX survey analytics. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
AI-driven sentiment analytics are offered as part of open-text analysis. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom dashboards and reporting options are extensively documented in admin tools. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Trend analytics over time is emphasized as a platform benefit for CX management. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Feedback segmentation by channel, agent, region is described on the Forsta CX website. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Exports to CSV, Excel, PDF are available via analytics/export menu. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Automated alerts and triggers are part of standard workflow automation described in product overview. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
Attribution metrics to agent, branch, channel included in insurance journey module specs. | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Benchmarking against industry/historic scores featured in insurance-specific solution. | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Advanced data filtering highlighted in Forsta analytics demo. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
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Report Scheduling Ability to schedule recurring automated reports. |
Report scheduling/recurring reports are possible via automation controls. | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Root cause analytics tools are referenced as supporting core insurance product/service issues. |
Integration & Interoperability
(14 Yes /14 Known /15 Possible features)
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
Pre-built connectors and APIs for Salesforce and other CRMs are featured. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
Integration with core insurance/claims systems discussed as common in insurance CX deployments. | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
Helpdesk/Support software integration (Zendesk, ServiceNow) documented. | |
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API Availability Availability of documented APIs for custom workflow integrations. |
Well-documented APIs for workflow available via developer portal. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
Webhooks for event-based triggers described in integration setup guide. | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
SSO and user directory sync supported (SAML, Okta, ADFS listed in documentation). | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
SDKs available for native mobile app survey embedding, referenced in developer center. | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Data import/export via CSV, API, and other enterprise data tools confirmed. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
Forsta CX integrates with analytical tools like Tableau and Power BI (see partner sites). | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Email/SMS integration for survey distribution highlighted in product features. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
Live chat integrations offered as part of omni-channel feedback collection. | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
IVR (phone) survey capability confirmed via Forsta's voice survey product pages. | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
Custom branding options via integration layers and branding tools in admin UI. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Compatible with workflow automation tools: Zapier and Microsoft Power Automate integrations listed. | |
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Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
User Management & Access Control
(12 Yes /12 Known /13 Possible features)
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Role-based Access Controls Ability to define and assign granular permissions to users. |
Role-based access management is described in enterprise admin console guide. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
System user activity logging available for security/audit, mentioned in compliance documentation. | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
MFA support for enhanced security (including 2FA) is offered for admin and user accounts. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Single sign-on with SAML and other providers confirmed. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
Delegated admin supports department- or business-line scoped permissions. | |
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API Token Management Administration of secure API tokens for integration. |
API token controls for integrations highlighted in technical references. | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
Temporary and guest user accounts available via permission controls in admin portal. | |
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Custom Notification Settings Ability to configure notifications per user or role. |
Custom user notification settings supported in profile/admin sections. | |
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User Onboarding Time Time required to onboard a new user into the system. |
No information available | |
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Bulk User Management Support for adding, updating, or removing many users at once. |
Bulk user management is documented for enterprise license accounts. | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
User deactivation and termination managed via admin user lifecycle tools. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Access policies enforced, including password, inactivity timeout, and audit. | |
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Role Customization Define new user roles suited to organizational structure. |
Custom user roles can be configured in admin UI to match organizational structure. |
Security & Compliance
(10 Yes /10 Known /12 Possible features)
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Platform uses encryption both at rest and during transmission; listed in security compliance docs. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
Forsta CX claims ISO 27001 and SOC 2 certification (see compliance statements). | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
GDPR and CCPA compliance stated as part of their global data privacy approach. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Customizable retention policies can be managed by data governance rules. | |
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Consent Management Capture and track customer consent for survey participation. |
Consent management is built into the survey flow as described for compliance customers. | |
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Audit Logging Tracks all system activities for compliance review. |
Full audit logging of system activities, backed by security and compliance requirements. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
PII redaction/anonymization tools provided per GDPR/CCPA compliance docs. | |
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Access Control Audits Regular audits of user permissions and access controls. |
Access audits described in IT and security documentation. | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
Vulnerability management including regular scanning and patching stated in compliance documentation. | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Multiple global data residency options available for compliance by region. | |
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Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
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Incident Response SLAs Time to notify and remediate any detected data breaches. |
No information available |
Customer Experience & Engagement
(12 Yes /12 Known /12 Possible features)
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
Surveys are mobile responsive by design, as confirmed in the product overview. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
Platform supports white-labelling/branding for insurance clients. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Surveys are multilingual per the language support documentation. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
Incentive/reward modules available as an add-on in enterprise plans. | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress indicators/bar for surveys standard in UI templates. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Platform conforms to accessibility guidelines (WCAG) and is marketed as such. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Survey personalization enabled via tokens/journey mapping modules. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Customizable thank-you/closure pages described in survey builder. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Flexible/question number and survey design customization available. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Abandonment/prompt reminders can be automated as per admin workflow setup. | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Support for image/video inputs confirmed in design and survey question types. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Estimated time to complete survey displayed to users based on setup option. |
Workflow Automation & Case Management
(10 Yes /10 Known /10 Possible features)
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated workflows for follow-ups on scores/tickets described in workflow engine. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Negative feedback triggers case/ticket creation in insurance workflow modules. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rules can be defined for feedback-driven actions (workflows). | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Action/task assignments supported in workflow/case module. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution tracking for open customer issues/feedback is available. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Escalation workflows can be established for unresolved/critical feedback. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
SLA breach alerting is feasible via notification workflow. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Integrates with ticketing systems for direct workflow case management. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Feedback can be tagged/categorized both manually and automatically, as supported by analytics. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
Pre-built workflow templates available in solution library. |
User Interface & Usability
(7 Yes /7 Known /10 Possible features)
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Intuitive admin and manager dashboards shown in marketing and user reviews. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag-and-drop survey builder confirmed in demos and product UI screenshots. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
No information available | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
Bulk actions (e.g., delete, publish, close) supported based on admin panel info. | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
Onboarding/guided walkthroughs are built in for new users (per training materials). | |
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Time to Publish Survey Average time to design and release a new survey. |
No information available | |
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Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
Mobile admin capability confirmed for survey management and analytics. | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
User feedback/feature portal provided as part of enterprise engagement. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
Layout customization in reporting and analytics dashboards shown in product screenshots. |
Scalability & Performance
(5 Yes /5 Known /10 Possible features)
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Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
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Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
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Response Processing Time Average time to process and log a response. |
No information available | |
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Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
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Uptime SLA Guaranteed system availability. |
No information available | |
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Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
Automated load balancing described in platform as part of enterprise reliability. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Documented disaster recovery plan referenced in enterprise security/architecture documents. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Geo-redundancy and use of cloud regions specified in data residency documents. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Licensing can be expanded easily; elastic seat licensing described for enterprise clients. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Performance monitoring available; system health monitoring featured in admin portal. |
Support & Training
(8 Yes /8 Known /9 Possible features)
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 support available; listed in Forsta's global enterprise support program. | |
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Live Chat Support Real-time chat with support agents. |
Live chat for support provided as part of support channels. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account manager/support contact listed for enterprise/insurance clients. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Extensive knowledge base and self-serve portal available on Forsta's site. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Onboarding, implementation services described in solution overview for insurance. | |
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User Community Forum Peer-to-peer support through online forums. |
User community/forum for customer/peer support available. | |
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Training Webinars Regular group training sessions or webinars. |
Training webinars and regular knowledge sessions highlighted in support resources. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
Custom training/support materials provided on request to enterprise clients. | |
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Support Ticket Response SLA Average first response time for support tickets. |
No information available |
Cost & Pricing Transparency
(8 Yes /8 Known /8 Possible features)
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Per-User Pricing Option License fees charged per seat/user. |
Per-user pricing available as one licensing option. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume-based pricing/response-linked tiers described for enterprise accounts. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Unlimited usage/pricing plans available for flat enterprise deployments. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial commonly available as per vendor onboarding process. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
Pricing transparency including documentation of any optional features/fess in proposal docs. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual and bulk discounts available dependent on contract scope stated on pricing page. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible terms (monthly, annual, multi-year) available for contract negotiation. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Feature-tiered pricing described in all plan documentation. |
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