Alida CXM vs. Clicktools

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Alida CXM
Score 7.0 out of 10
N/A
Alida CXM (formerly Vision Critical) is designed to enable users to listen to direct & indirect sources of customer feedback, perform automated actions on collected feedback and have complete visibility into key customer experience metrics so users can create exemplary customer experiences day after day. Alida CXM offers a holistic customer experience platform that brings in both operational and experiential data, integrates this data with the tools to collect, understand and action customer…N/A
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
Pricing
Alida CXMClicktools
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Alida CXMClicktools
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Alida CXMClicktools
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
Alida CXM
-
Ratings
Clicktools
8.3
14 Ratings
6% above category average
Survey templates00 Ratings7.011 Ratings
Themes00 Ratings8.912 Ratings
Custom logo/branding00 Ratings8.914 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
Alida CXM
-
Ratings
Clicktools
8.9
16 Ratings
3% above category average
Changes to live survey00 Ratings8.916 Ratings
Question design help00 Ratings8.914 Ratings
Multiple question types00 Ratings8.916 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
Alida CXM
-
Ratings
Clicktools
8.0
13 Ratings
4% below category average
Survey logic flexibility00 Ratings8.013 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
Alida CXM
-
Ratings
Clicktools
9.5
16 Ratings
14% above category average
Response tracking00 Ratings9.914 Ratings
Data export00 Ratings9.915 Ratings
Standard reports00 Ratings9.013 Ratings
Custom reports00 Ratings9.911 Ratings
Analytics00 Ratings9.011 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
Alida CXM
-
Ratings
Clicktools
8.9
14 Ratings
6% above category average
Access controls00 Ratings8.914 Ratings
Compliance00 Ratings9.06 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
Alida CXM
-
Ratings
Clicktools
9.0
6 Ratings
11% above category average
Vendor-offered crowdsourcing00 Ratings10.01 Ratings
Respondent restrictions00 Ratings8.06 Ratings
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User Ratings
Alida CXMClicktools
Likelihood to Recommend
5.0
(7 ratings)
8.9
(28 ratings)
Likelihood to Renew
7.5
(6 ratings)
9.0
(12 ratings)
Usability
3.0
(1 ratings)
8.2
(4 ratings)
Performance
-
(0 ratings)
8.0
(2 ratings)
Support Rating
10.0
(1 ratings)
8.8
(6 ratings)
Online Training
-
(0 ratings)
7.0
(1 ratings)
Implementation Rating
-
(0 ratings)
9.6
(5 ratings)
Configurability
-
(0 ratings)
7.0
(1 ratings)
Ease of integration
-
(0 ratings)
7.0
(1 ratings)
Product Scalability
-
(0 ratings)
7.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
Alida CXMClicktools
Likelihood to Recommend
Alida
From my experience, I believe that Vision Critical offers the best software to manage an insights community. They are great to work with, and my opinion has only improved over time. However, that doesn't mean it is the best survey software overall. If someone simply needs to program and distribute surveys, this may or may not be the right solution. There are some other really great survey tools on the market that are competitively priced and offer very intuitive interfaces (like Qualtrics). If you are going to recruit people to answer surveys or provide feedback on an ongoing basis (re-contacting and engaging with the same people repeatedly), though, Vision Critical would be my #1 recommendation.
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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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Pros
Alida
  • The team is helpful in creating complicated survey logic
  • The team is accommodating in creating interfaces that suit our desired look
  • The team keeps in regular contact in order to effectively manage our requests and goals
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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.
Read full review
Cons
Alida
  • The functionality when creating a new questionnaire is rather clunky, particularly when there are a few conditional factors in the logical flow; being able to see those factors and how they apply with some sort of other logical layout would really help when creating a longer survey.
  • There are quite a few steps that aren't intuitive when launching a survey, for instance all the various dates (launch date, reserve date, survey date, etc etc etc). If there were a description field if you hovered above labeled areas of sections that explained what this field was for that would really help
  • It doesn't help either that the entire site is grey; it's a cold environment to be in for a long time, and the simple design makes it seem more clunky than it probably really is.
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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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Likelihood to Renew
Alida
Vision Critical often requires you to dump the data to a statistical program. I hate that step. You waste time, and improve the chance of data being lost, or changed.
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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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Usability
Alida
I think there is a ton of room to improve, in things as simple as aesthetics and other areas of logical flow when it comes to creating and then launching a survey, as well as providing descriptors for what each field is referencing. For instance, there are like 5 date fields to be filled out, but no button near them that says "this date will determine _________" and I am not about to go back into the training module, which was confusing enough to FIND, let alone work through to find just ONE answer.
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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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Performance
Alida
No answers on this topic
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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Support Rating
Alida
Absolutely fantastic support team. Willing to help you online through vast collection of how-to guides and resources, online via chatbox, or over the phone. Even though we were in different time zones, they were always available. Very helpful and knowledgeable
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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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Implementation Rating
Alida
No answers on this topic
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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Alternatives Considered
Alida
Vision Critical is more appealing visually but no where near as complex or robust. Vision Critical is also much more expensive though.
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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
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Return on Investment
Alida
  • Our use of Vision Critical's software has allowed us to dramatically increase the amount of research that we do, at a much lower cost. Since there is no incremental cost for each survey we field, we can ask many questions we wouldn't have been able to otherwise.
  • Our use of an insights community has also sped up the research process, allowing us to write, program, field and report on a survey within only a few days.
  • Because of the two advantages listed above, we have been able to listen closer to our customers' opinions.
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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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ScreenShots