#1 most frequent
United States of America
55.6%15 installations of 27
What is Clicktools?
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.
Categories & Use Cases
Videos
Top Performing Features
Vendor-offered crowdsourcing
Vendor offers access to an audience or panel of respondents.
Category average: 7.9
Response tracking
Individual responses are coordinated with demographic information about the respondent. This information is stored and can be used for reporting and analysis.
Category average: 8.4
Data export
Data collected within the tool can be exported to another program for additional reporting/analysis.
Category average: 8.5
Areas for Improvement
Survey logic flexibility
Survey question flow can be customized with skip logic, conditional questions, question branching logic, piping logic, and/or randomization.
Category average: 8.2
Respondent restrictions
Users can place restrictions on who can participate in surveys or how many times the same person can complete a survey.
Category average: 8.2
Survey templates
Includes a selection of pre-made survey templates for different types of surveys.
Category average: 8.2
Who Buys & Uses Clicktools
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
22.2%6 installations of 27
#3 most frequent
Australia
3.7%1 installation of 27
Clicktools - 5*
Pros
- 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.
Cons
- 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.
Return on Investment
- Clicktools has given us the ability to embed custom scripts into specific accounts with a bespoke set of questions that we want to gather responses to.
- The reporting per script is good and the ability to custom build means we can pick out the most vital responses that we are trying to get to.
- In terms of investments I can't answer that question but I imagine the ability to perform these bespoke scripts is time-saving.
Alternatives Considered
FluidSurveys (Discontinued)
Other Software Used
Salesforce.com, Verint Workforce Optimization
Gets the job done, but the interface needs help
Pros
- Integrates well with Salesforce
- End-users (survey recipients) have a good experience
Cons
- 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)
Return on Investment
- I cannot speak specifically to ROI. The tool technically works, but it takes awhile to understand how to build a survey and process responses, simply due to the design.
Alternatives Considered
SurveyMonkey, Pulse Insights and Google Forms
Other Software Used
NetSuite, Zuora, Concur Travel and Expense
Our go-to tool
Pros
- Beautiful presentation.
- Integrates with Salesforce.
- Stores a data.
- Reactive to my usage.
Cons
- 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).
Return on Investment
- Improved customer service as a result of polling what our customers truly value.
- Improved employee morale - we took the results and rewarded employees based on their reviewed performance.
- Gathered data on new products so we could gauge effectiveness and areas for improvement.
Other Software Used
Salesforce.com, Salesforce App Cloud
Usability
Clicktools helps us deliver a Customer Experience second to none
Pros
- Integration with SFDC: Makes it easy to trigger survey sends - and store survey results within SFDC - so that multiple departments and stakeholders can view results.
- 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.
Cons
- 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.
Return on Investment
- 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%.
Other Software Used
Salesforce.com, Pardot, Boulder Logic
Engaging Surveys, and a Direct Salesforce Integration? Yes Please!
Pros
- 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.
Cons
- 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.
Return on Investment
- Clicktools has had a positive impact on our NPS. Thanks to robust survey capabilities, we capture a lot of survey data from our customers so that we can truly understand their health.
- Clicktools also really helps our internal teams understand how MindTouch Support is making our customers delighted. Internal communication? Thanks Clicktools!
Other Software Used
Salesforce Community Cloud, Salesforce Service Cloud, CA Flowdock, OneLogin, Google Analytics, SnapEngage, MindTouch, Asana, Evernote, Wistia
