Clicktools is a cloud-based survey software. It enables business users to collect information through surveys, call scripts, and web forms; automatically centralize the data in CRM; and act on those insights to increase loyalty. The program is offered by Callidus Cloud, which in turn was acquired by SAP in 2017 when the companies formed a strategic partnership.
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GetFeedback
Score 6.6 out of 10
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GetFeedback from Momentive is a customer feedback solution designed to be easy-to-use, and measure the voice of the customer so companies can take action and provide an exceptional experience.
$20
per month
Pricing
Clicktools
GetFeedback
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Pricing Offerings
Clicktools
GetFeedback
Free Trial
Yes
No
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Community Pulse
Clicktools
GetFeedback
Considered Both Products
Clicktools
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Chose Clicktools
SurveyMonkey doesn't have the mapping ability of Clicktools, it's limited in what objects you can map to. GetFeedback looks great but it has limitations around language and deployment methods.
For any organization that is using salesforce.com and needs to implement a survey system that directly ties back to their salesforce.com system I would highly recommend Clicktools. We tried building our own customer satisfaction survey and it was not worth the effort, especially as our questions are ever changing. The integration with the case module was easy to configure
The Salesforce integration is fantastic. I have seen it evolve over the years and it is clear there is some considered investment going on here. In its first guise, the integration was fine at pushing survey response data to objects of your choosing. More recently, the integration has introduced a managed package, which has brought a really flexible object structure to what GetFeedback, by SurveyMonkey writes to. In a nutshell, you get a Survey -> Response -> Answer three tiered structure, meaning that you don't have to configure every time you mix up your survey design to b more complex. Finally, the forthcoming managed package is now being updated to bring a nice home page with it, with some nice top down analytics. This is great stuff and brings a lot of hope for the future of the platform. That Salesforce use it as their preferred surveying platform over their own on platform one is telling.
Integration with Salesforce: it is critical to us as we use Salesforce, and a lot of record management is automated thanks to great Clicktools integration with Salesforce.
Responsiveness of technical support: a lot of program staff across our organization use Clicktools every day, so having a quick response time to troubleshoot arising issues is important.
User-friendly interface: Clicktools improved their interface to make it more user-friendly which improves efficiency.
Embed survey responses into an email to allow for easier data capture from customers.
Automatically creates GetFeedback records in SFDC, which allows for greater visibility and better integration of reporting. This also drives a number of calls to action with internal teams via SFDC workflows and Gainsight.
Very customizable look and feel of the survey to stay on corporate brand.
Speed - the quality of graphics is high and a lot of info is being pulled, it can take quite a bit of time to produce results.
I am unable to open multiple tabs to run several functions within Clicktools simultaneously.
Easier/more intuitive graphics uploading.
Run reports based on a certain factor (i.e. if there is a particular product we continuously run reports on, I would like to see a chart comparison of how that products scores have varied over time).
The only real challenge I've encountered is that they don't have a simple way to use a defined drop-down list that is in our CRM.
I wish I could get a custom icon for ratings vs. just stars, hearts, circles or numbers. That was not a deal breaker, but it would be kind of cool to have.
The process of creating a URL (distributing a Salesforce Aware Survey) to embed in an email template is a little complicated and takes some practice, especially for a novice admin that, at the time, didn't have much experience in adding modifiers and merge fields.
We have loved using Clicktools and will continue to use it for the foreseeable future. The price and Salesforce integration is what really sets it apart from any other solution out there. I have learned a great deal about surveys and how to manage them in a CRM by using Clicktools. We will certainly be renewing our contract.
ClickTools is very easy to use and get started doing the basics. Anyone will be able to easily log in an create a survey from day 1. Skip logic can be a little tricky and is less user friendly, so testing is very important. I would say that, overall, usability is good.
It is incredibly straightforward to use. Setup time is hours to days. When it is up and running, you can forget it exists. The Lightning Platform integration then starts to provide many options around creative use of the tools. It becomes more about where you can extend to your hearts content. Lightning App developers will have a great time here.
ClickTools is always available when I need it. The interface is quick and does not drag. Survey responses show up quickly after a survey is submitted. The survey analyzer is swift as well. There is no waiting around for something to process when you are using ClickTools.
I get frustrated by not being able to find the answers to my questions online by myself. I would rather search FAQs and find things that way, but it seems I always have to contact support to get the answer I need. They need a more robust support center so you can do it yourself. But on the upside, when I do contact support, they respond immediately and usually solve my problem quickly
The few times, and I mean few, I have had to reach out to the support staff they were very helpful. I was also lucky enough to meet the developer at a users' conference. His willingness to hear what I had to say was impressive. After understanding his background coming from the CRM world I knew that he knew what we as users needed in the way of integration.
If you are setting up integration with a CRM (Salesforce) get this done early on in the process. You can always do it later, but it's easiest to lay your foundation first and then build up and around it later
There was no need to create survey landing pages from Salesforce for external polls, we could decide where survey results were captured in Salesforce (if at all - can report straight from CT), and with simple html skills we could brand everything
GetFeedback has a professional appearance and dynamic content UI that is more trustworthy than other solutions. Additionally, the transitions and branding of GetFeedback are user-friendly on any device making survey response easy to manage. Finally, Salesforce integration is made not only easy but encouraged with a comprehensive ability to customize survey content.
Clicktools plays a crucial role in our Net Promoter Score (NPS) survey. Twice a year we deploy the survey, and because of the flexibility of ClickTools and its integration with SFDC, we've seen a 40% response rate in a survey that formally only received 6-7%.
