- Post support issue (closed-case) follow-up.
- Tracking C-Sat and ways to improve our service.
Data export (15)
Changes to live survey (16)
Multiple question types (16)
Custom logo/branding (14)
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- Ease of Use. Building surveys within Clicktools is really straight forward.
- The help option is extremely good giving step by step guides on how to complete things within Clicktools.
- The external links that are provided for then embedding in to different systems and linking is another easy action to complete.
- The storage capability could be better. I'm not sure if there are options to buy additional or the basic package they give can be increased but we often find we are at 90% of capacity.
- The ability to bulk delete items rather than having to page through would be a fab addition.
- The capacity to input options - We found recently that after we had input up to 10 lines for selections we could add no more.
- Integrates well with Salesforce
- End-users (survey recipients) have a good experience
- Changes don't "queue up," but instead are saved as soon as you click on a given option. This is inconsistent with just about every tool in a similar space (online tools). It's been a few months since I spent any time building or administrating a survey, so they may have made improvements.
- As an administrator, the interface is generally unintuitive. Organization is bizarre and naming conventions are not helpful. Perhaps this is a cultural challenge (ie perhaps folks in the United Kingdom, where I understand this product originates, totally get the tool)
- Syncing with Salesforce
- Automatic deployments
- Ease of building
- One time deployments are clunky
- Reminders to complete surveys
- Beautiful presentation.
- Integrates with Salesforce.
- Stores a data.
- Reactive to my usage.
- 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).
- Integration with salesforce.com.
- Ability to build and link/map surveys quickly.
- Templating. Branding our surveys is important.
- The ability to review and analyze survey data within the console.
- Menu navigation can be confusing at times. e.g., when you select a survey, to get back to survey list I usually reload the console.
- Initially had some issues with mapping of numeric results e.g., 1 - 5. Had to create formula to map back, seemed cumbersome.
- Limits on surveys is based on questions on survey not on survey. We do not save any of the results in Clicktools. After integration we delete them to stay under limit.
- Post support issue (closed-case) follow-up.
- Tracking C-Sat and ways to improve our service.
- Initial kickoff
- integration with Salesforce
- Customer Support
- Interface for building the survey and going back to modify it was a bit daunting for a very inexperienced user; I thought it could be made less complex (note, I did not do all of the training, so perhaps that is the problem).
Currently ClickTools is used by our Support team, though this will be extended to our Product and Marketing teams in 2016.
- Clicktools provides a very simple interface for creating robust and engaging survey forms for our customers. A survey that doesn't require coding is key--this helps us anyone get set up in survey creation quickly.
- Integrating the data from Clicktools into Salesforce is really easy. Of course you will need to have an understanding of how to create a custom object to configure this integration correctly, but the actual wiring between each system uses a wizard to make things simple.
- On the topic of engaging surveys, Clicktools does this well. There are many branding options, and field-type options that really help ensure your customers will complete your surveys. If you spend time creating a survey for your customers, the last thing you want is for them to ignore the survey. Clicktools helps make sure your surveys are eye-catching.
- Honestly, I love Clicktools. I have no current feedback on items to improve. I work in software as well, so I know that's really odd--but you guys have hit it on the mark.
- 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.
- Better integration with Salesforce: Having the software open the last point where a user left off can further improve time efficiency. We land on Clicktools' page from our Salesforce accounts, so Clicktools has a shorter memory span than Salesforce. It frequently requires users to log in if they stepped away for a few minutes. So to get where one left off, he/she needs to log into Salesforce, select the Clicktools app in the drop-down in the upper right corner, click on Clicktools tab in the top navigation bar, click on CallidusCloud logo and only from there find the most recent survey. It would be nice if the path was shorter.
- Th data import feature stopped working after the most recent round of upgrades. We often do benchmarking and need to merge surveys done by partners using other applications. We used to be able to upload our own historic or third party data for a quick merge of survey results into Clicktools to run an automatic report. Now we cannot do it even with the survey results downloaded for archival purposes from Clicktools itself in the import format. It has been months since I have raised this case and still no resolution.
- It would be nice to have some basic qualitative data visualization in the automatic report, even things like word maps will be helpful or color coding for positive/negative sentiments.
- Sharing a link to live survey results with third parties will also be a very helpful feature. We work with multiple stakeholders and having them able to view the automatic visualization of the survey responses that they themselves or their staff have just completed without one of my staff having to download a report (which requires multiple steps and is a snapshot of results at that time only) [would be nice].
- It would also help to be able to download all response sets as they are without aggregation and without opening/downloading each survey response separately.
- It would be nice to be able to protect an individual survey. Currently all user permissions are set at the license level and they can have different visibility of folders, but there is no way to limit rights to particular surveys.
- Easy set up of surveys.
- Using lists as an answer choice.
- Question conditions are easy to use.
- I once tried to include a question for the customer to choose their state and there is a limit for number of answers provided (it's 50) I wanted to add Hawaii and PR but couldn't.
- If an answer has more that 20 or so lines, the pdf report doesn't load correctly.
I even had support help me over the weekend. AMAZING. The best support.
- Phone and chat support is amazing!
- Easy to use.
- Links to Salesforce.
- Adding email marketing features would be great. I use Vertical Response right now for this.
- Sometimes the phone line for support is down.....make sure it is up!
- Renewal specials.
Clicktools is utilized as an app within our Salesforce.com org and is being used by marketing, customer satisfaction, sales, professional services and training.
We have used Clicktools for the past three years for our net promoter score (NPS) surveying of our two principle products. We used the custom Report Card object to push survey results from Clicktools to SFDC contacts and accounts. To increase survey response, we also use telemarketing agents who use our SFDC platform and have custom links that launch personalized survey pages, which agents complete on the calls in real-time.
We also have SFDC workflows for automated, personalized 30-day checkpoint surveys for product users that are flagged by our professional services staff.
- Powerful features for most every survey project. Question types, styles, formats, branching can do everything that has been asked by survey designers.
- SFDC integration is very deep. Complex, but once created works reliably.
- #1 is the ease of use, which has improved in the past year.
- Better reporting and analytics. We rely on SFDC reports and dashboards to present our data to customers.
- Our business purchased support from Clicktools for the set up and installation. Clicktools installation was very easy but it was great to have a "short cut" of time with their team to help us quickly learn how to create multiple language and settings in the tool. They allowed us to learn the way the team (myself and a BA) learns best (hands on) but had the safety net of asking questions when needed. We really didn't use much of the document that Clicktools provides because it wasn't needed. It is great for refreshers, but the few hours we got with their team was plenty for us to set up in North America and then set up multiple languages for our European co-workers.
- Clicktools is on the AppExchange with SFDC which allows for easy install and set up into multiple SFDC sandboxes. We were able to test this in our regional sandbox, recreate it in the full test sandbox and then transport to our production sandbox without a large effort.
- The only thing that is not my favorite is the matching of the fields in Clicktools vs the fields in the custom object in SFDC. I can see this becoming more complex with the additional surveys with similar questions. You need to match the survey question from Clicktools to fields in SFDC. If the business asks similar questions, you need to know which question is used in which business on which survey. This is more planning and in house work than necessarily something ClickTools can solve unfortunately. My only thought is to include in ClickTools a "last used on survey x" that might help with identifying which business or survey used that field compared to another field.
- Hidden Questions - Since we are mostly surveying our customers, we use Clicktools Hidden question fields to improve the survey experience. This way we don't need to ask the person filling out the survey their name or company - but are still able to attach the survey to their profile within SFDC.
- Ease of Use - Clicktools is a robust, yet easy to use software. As someone who manages a team of people that deploy Clicktools, I don't use the product everyday, but I have a very small learning curve when I do need to jump in and create a survey.
- Text Insight Charts - We recently started using the Text Insight Charts - the functionality seems cool, but I think some more development is needed here to truly add value.
- Customized Exit Pages - Clicktools offers this functionality, but is a paid feature. I believe this is something that should be included in the core functionality of the software vs. a paid add on.
- Mapping Clicktools to Salesforce is really easy, you can easily map to multiple objects or custom objects and you don't need to be a developer to do this, the average person can set this up quite easily.
- Survey design is easy, you can use the one survey to cover a wider audience and make content relevant using question logic.
- Clicktools supports a huge number of languages.
- On surveys in multiple languages I would like the ability to choose how translations are synced on essay questions. You can map across the translation which is great for Chinese and English translation, but if answered in English it syncs English + English.
- Would like to be able to sync additional information to Salesforce that will better assist us understanding where we need to focus our design of content, things like what language was chosen to respond in and what device type. We may be offering a survey in 10 languages but only 3 of them are being frequently used.
- On multi checkbox question type if there are multiple lines to answer, the respondent only has to give an answer to one line in order to proceed even when the question is marked as required.
- Integration with Salesforce is core for our org.
- Options for survey questions, I like being able to use different formats and having dependent type questions.
- User management accounts - it would be helpful to have alternate user types so adding a user doesn't give them "god like" powers.
- Reports of surveys is also an area that needs some work. For instance: when we ask a question with 4 choices we get back responses in the spreadsheet with just numbers; it's hard to recall and match up what the answer choices were to the number.
- The integration with Salesforce is the only reason I use Clicktools.
- I tried using Clicktools for a stand alone (not Salesforce integrated) survey and found it very difficult to pull and display the results in a manner I needed. Possibly it was a user issue (me not knowing what I am doing), but seems the end user interface could have been better.
- Integrates with Salesforce.com
- Easy to Use
- Quick setup
- Needs more flexibility related to survey design
- Support is quick to get back to you.
- Export functionality is great.
- Easy to learn.
- Skip logic functionality could be better and more user friendly.
- Allow you to either delete test records, or test without having to submit the survey.
- Should be base level functionality to be able to export the results charts for the entire survey.
- Integration with SFDC could be more user friendly as well. It takes extra time to set up and test a survey to be synced with Salesforce.com and its campaigns. It takes enough extra time and testing that we skip this step a lot of times so that we can get the survey out the door quickly.
- Limitless integration with Salesforce.com
- Great dynamic integration with other tools that allow mail merge capabilities
- The survey page layout cosmetics are lacking! We would honestly switch survey providers for cosmetics, but ClickTools has the most robust Salesforce.com integration, which is more valuable to us at this time
- Automation! - Clicktools makes it easy with their integration to Salesforce. We can utilize different surveys that target the specific type of service engagement (Telephone Support, Field Service/On-site call, Customer Training). During the time we've been using Clicktools, we've made modifications to the surveys to improve readability or gain different perspective. Their user interface is intuitive, allowing changes to the surveys to be quick and easy.
- Multilingual Support - When we close a Service engagement, We are sending specific (regional) information from Salesforce to Clicktools which determines the most probably local language of the customer. By sending the customer a survey in their language, our response rate is better. Customer comments on each survey are also captured in their native language making it easier for them to provide feedback.
- Reporting - While Clicktools does have their own reporting capabilities within their interface, since they "sync" real time with Salesforce on each returned survey, this allows us to utilize the reporting capabilities within our CRM system to gather a complete set of metrics on Customer Satisfaction. This also allows a Grass Valley Service Manager to see the results and comments from the survey that was received on any service engagement.
- Clicktools Support - From the very beginning of our relationship with Clicktools, they have supported our needs as we moved from our manual process to a fully integrated and automated Customer Satisfaction measurement system. Our Clicktools Account manager has been there from the beginning of the relationship and understands our business. We've looked to them for recommendations as we've evolved our process. They draw on their experiences from other customers to provide support as well as provide a wealth of materials on their website.
- This is difficult as we've not really had any bad experiences. Early in the process, their User Interface was not the most intuitive but as with most web-based tools, they evolve and get better through time. That is the case with theirs. I suppose our implementation is pretty basic so we really are not utilizing all the capabilities that Clicktools has to offer.
- Salesforce.com integration is superior. It provides SSO, CRM integration in terms of populating data in various objects, incl custom ones.
- The integration with SFDC is very tight - SSO, automatic survey sends based on triggers, integrated reporting, survey links embedded in contact's email, and easy updates to various objects like contacts, cases and accounts.
- Building a survey is easier with each release. The variety of question types and layouts has been broad enough to support multiple requirements.
- It delivers data both to Salesforce reports and Ct Analytics. Salesforce or Clicktools roles can control visibility and administration.
- Surveys are embedded in contact's email and responses can automatically populate designated fields in SFDC.
- Salesforce or Clicktools roles can control visibility and administration.
- Traditionally, the criticisms have been around creating surveys. That is much easier now.
- Rather than making substantial changes to an existing survey, just create a new one.
- When Clicktools generates a link for your survey and you want to embed it into another document, do not use Word to copy it. Use Notepad. Word alters the link in some mysterious way and it never works. This is not a Clicktools failure, but they do often get the rap.
- Once you get over the learning curve of how to build a survey and map the answers back into Salesforce, the automation of capturing client information on the account record in real time is a tremendous time saver.
- Their client resources could use a little help. I often found out of date training videos and there is no way to look up your previous support tickets.
- Flexibility of integration with Salesforce.com - there is no package to install that creates custom objects; you decide which objects to link to and can create your own custom one if you want. We linked support CSAT to cases, service CSAT to a custom service object and internal marketing feedback to a custom survey object. Each survey can point wherever you want, and you can have multiple surveys per parent object if wanted
- Support is great. Very fast to respond and doesn't mind helping with simple questions.
- Nice UI and good online training
- Analytics navigation was a challenge for me, but admittedly I did not seek help for it. I prefer to use the data in Salesforce reporting
- Customer Support was very timely.
- User interface was very intuitive.
- As a non techie, I was able to edit.
- The screen design was a bit crowded.
- Making changes required many steps.
- I wasn't familiar with the Clicktools brand.
The business problem that is addresses is flexible creation of surveys that look professional to send to clients. It also needed to sync with Salesforce.com
- Easy survey customization using "what you see if what you get" editors allow non-technical resources to configure surveys
- Quick configuration and easy synchronization with Salesforce
- Ability to create new surveys quickly to address business needs and deploy in minutes
- The standard functionality is very good. However, when you want to use more advanced, API features I feel it lacks
- For example, if you want to only allow a user to submit a survey 1 time and be 100% sure, without cookies it requires custom code and integration (trigger) for salesforce
- When using their custom API, it often times out or does not create the link 100% due to their heavy load on their servers
- Clicktools support has grown over the years, however their support group is typically quite small and located in London so there is a time-zone consideration if they receive a lot of tickets with the time zone lag it can take awhile to get a response. However, the quality if their support is quite good.
Careful consideration needs to be made if you have a lot of surveys you need to manage, the interface gets cluttered quickly. Also, if you are a more advanced business user you need to consider setting up the Sandbox option which shows up with regular survey groups. Therefore, it can be easy to get confused if you are working on a production or sandbox instance.