Clicktools vs. Verint Voice of the Customer

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Clicktools
Score 10.0 out of 10
N/A
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.N/A
Verint Voice of the Customer
Score 7.8 out of 10
N/A
Verint® Experience Management™ empowers CX Leaders to optimize customer experiences in real-time. With Verint Experience Management, companies can listen everywhere, act immediately, and analyze. Verint offers prescriptive XM solutions across Web and Mobile, Enterprise-wide, and Location-Based experiences.N/A
Pricing
ClicktoolsVerint Voice of the Customer
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ClicktoolsVerint Voice of the Customer
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ClicktoolsVerint Voice of the Customer
Top Pros
Top Cons
Features
ClicktoolsVerint Voice of the Customer
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
Clicktools
8.3
14 Ratings
6% above category average
Verint Voice of the Customer
-
Ratings
Survey templates7.011 Ratings00 Ratings
Themes8.912 Ratings00 Ratings
Custom logo/branding8.914 Ratings00 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
Clicktools
8.9
16 Ratings
3% above category average
Verint Voice of the Customer
-
Ratings
Changes to live survey8.916 Ratings00 Ratings
Question design help8.914 Ratings00 Ratings
Multiple question types8.916 Ratings00 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
Clicktools
8.0
13 Ratings
4% below category average
Verint Voice of the Customer
-
Ratings
Survey logic flexibility8.013 Ratings00 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
Clicktools
9.5
16 Ratings
14% above category average
Verint Voice of the Customer
-
Ratings
Response tracking9.914 Ratings00 Ratings
Data export9.915 Ratings00 Ratings
Standard reports9.013 Ratings00 Ratings
Custom reports9.911 Ratings00 Ratings
Analytics9.011 Ratings00 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
Clicktools
8.9
14 Ratings
6% above category average
Verint Voice of the Customer
-
Ratings
Access controls8.914 Ratings00 Ratings
Compliance9.06 Ratings00 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
Clicktools
9.0
6 Ratings
11% above category average
Verint Voice of the Customer
-
Ratings
Vendor-offered crowdsourcing10.01 Ratings00 Ratings
Respondent restrictions8.06 Ratings00 Ratings
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User Ratings
ClicktoolsVerint Voice of the Customer
Likelihood to Recommend
8.9
(28 ratings)
8.5
(8 ratings)
Likelihood to Renew
9.0
(12 ratings)
9.7
(2 ratings)
Usability
8.2
(4 ratings)
8.6
(3 ratings)
Performance
8.0
(2 ratings)
-
(0 ratings)
Support Rating
8.8
(6 ratings)
9.1
(3 ratings)
Online Training
7.0
(1 ratings)
-
(0 ratings)
Implementation Rating
9.6
(5 ratings)
-
(0 ratings)
Configurability
7.0
(1 ratings)
-
(0 ratings)
Ease of integration
7.0
(1 ratings)
-
(0 ratings)
Product Scalability
7.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
ClicktoolsVerint Voice of the Customer
Likelihood to Recommend
SAP
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
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Verint
Verint is very well suited for the corporate enterprise market as it has sufficient granular permission controls, feature rich and scalable. Their pricing model is also very cost effective as it doesn't punish you for being successful (getting lots of submissions or responses). If you are considering Verint, you should ask very specific questions for functionality to make sure it is covered.
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Pros
SAP
  • 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.
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Verint
  • Flexible for making changes to survey questions, layout, and text
  • Great tracking of customer responses as well as ease of integrating Google Analytics for additional tracking
  • Support team was very knowledgeable and responses to requests
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Cons
SAP
  • 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).
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Verint
  • Does simple very well, but complicated not as well. It is NOT a survey system.
  • Some of the reports are still a bit old for display, but new features have been released recently giving more options.
  • Standard deployment templates may be a bit limited for customization, or you need to go to fully customized and do the development yourself.
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Likelihood to Renew
SAP
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.
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Verint
The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget
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Usability
SAP
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.
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Verint
Overall usability is easy and while I have been using it for years and used to it, new users seem to be able to create surveys without any training or hand holding. Simply create a login and they can figure it out themselves quickly because of the intuitive nature of the layout. Verint could use to improve or update the user interface as it seems very dated visually.
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Performance
SAP
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.
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Verint
No answers on this topic
Support Rating
SAP
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
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Verint
Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.
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Implementation Rating
SAP
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
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Verint
No answers on this topic
Alternatives Considered
SAP
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
Read full review
Verint
ForeSee offers data that is complimentary to Domo. ForeSee wins on ease of use, simple navigation and practical data from the consumer! ForeSee could be deadly when paired with Domo. The ability to pair sales with customer engagement visually is a valuable tool. ForeSee has the visual modeling down and can handle multiple data sets.
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Return on Investment
SAP
  • 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%.
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Verint
  • Provides real-time voice of the customer feedback
  • Integration with other analytics platforms is a plus but can be cumbersome to set up
  • Initial setup can be problematic
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ScreenShots