Clicktools - 5*
Clicktools is currently used Europe-wide within Coca Cola European Partners but for GB we currently use if for generating survey …
Overview
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…
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Popular Features
- Data export (15)9.999%
- Changes to live survey (16)8.989%
- Multiple question types (16)8.989%
- Custom logo/branding (14)8.989%
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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…
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- No setup fee
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- Premium Consulting/Integration Services
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Clicktools - Customer Feedback Integrated with CRM
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Clicktools Technical Details
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| Mobile Application | No |
Frequently Asked Questions
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.
Reviewers rate Response tracking and Data export and Custom reports highest, with a score of 9.9.
The most common users of Clicktools are from Mid-sized Companies (51-1,000 employees).
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April 04, 2019
Clicktools - 5*
Clicktools is currently used Europe-wide within Coca Cola European Partners but for GB we currently use if for generating survey questionnaires that are then linked to specific account groups within Salesforce. We then run campaigns that are bespoke built for various different reasons and use the information gathered for future campaigns and info gathering for account management.
- 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.
May 01, 2018
Gets the job done, but the interface needs help
We primarily use it for internal surveys, specifically from within Salesforce, getting feedback on the quality of our departments' work and to rank the projects other teams would like to see done. However, as a company, we also use it to survey our customers, specifically for support case surveys, defect resolution, and the like.
- 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)
December 11, 2015
Clicktools - Clicks not Code
Clicktools is used by our customer support department to send satisfaction surveys to our customers at the close of a support ticket. It is used by our professional services department to gauge customer satisfaction upon project completion/end of service engagement. Our training and education group sends feedback surveys to students at the end of all training classes. Our internal IT department uses it to gauge user satisfaction when a technical support ticket is closed.
- 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.
December 11, 2015
Engaging Surveys, and a Direct Salesforce Integration? Yes Please!
MindTouch utilizes ClickTools to track extremely valuable survey data provided as a result of a successful Support case close. Once we have the survey data, we leverage ClickTools to push that data into a custom object in Salesforce. Once that data is in Salesforce, we leverage reporting and rollups to analyze our customer health, Net Promoter Score (NPS), and automate internal notifications around specific KPIs.
Currently ClickTools is used by our Support team, though this will be extended to our Product and Marketing teams in 2016.
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.
December 05, 2015
ClickTools + Salesforce = :-)
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.
Clicktools is currently being used across three of our main corporate brands, one globally and the other two across multiple countries. Over time we will continue to introduce Clicktools across more brands/countries. We were looking for a one best way approach using a tool that would sync with Salesforce.
- 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.
December 02, 2015
Using ClickTools with Salesforce at Fight CRC
We are using Clicktools for surveys that are triggered when certain events or services are selected. We also use Clicktools as a primary contact intake form that integrates with Salesforce and eliminated the web to lead process.
- 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.
October 02, 2015
Clicktools is Fantastic!
I have used Clicktools for surveys and reporting. It is mainly utilized once someone has called customer service. We can quickly measure their level of satisfaction.
- Integrates with Salesforce.com
- Easy to Use
- Quick setup
- Needs more flexibility related to survey design
June 03, 2015
Great for admins, not so much for cosmetics
Score 6 out of 10
Vetted Review
Verified User
We are using Clicktools to distribute and receive data for customer satisfaction surveys and customer service transactional surveys, and sync that data into Salesforce.com. We are also using Clicktools as a mechanism to update Salesforce.com Contact data from customer communications out of another tool.
- 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
April 11, 2014
Would highly recommend
Score 10 out of 10
Vetted Review
Verified User
The survey module is all I have used. Professional Services and Support are the main two departments using surveys, but we have sent one survey to our full database for corporate feedback. It helps us know CSAT on support and service tickets. We are also planning to use it for online chat and internal surveys
- 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
March 08, 2014
Been a while - but I remember good things!
Score 6 out of 10
Vetted Review
Verified User
As a Marketing Business Analyst for Beazer Homes, I configured customer surveys using ClickTools. The purpose of the survey was to gain feedback from model home visits. I was able to easily add, modify and delete questions during the survey project. In addition, the support I received from ClickTools staff was very timely and helpful.
- 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.
March 07, 2014
Clicktools recommended as a solid Salesforce solution
Score 8 out of 10
Vetted Review
Verified User
Clicktools is being used by my organization to send survey emails to external and internal clients. It is being used by multiple departments. The majority of the use is to send survey to clients after they utilize our support team for our product.
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
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.
March 01, 2014
Versatile and Robust Survey Solution
Score 8 out of 10
Vetted Review
Verified User
We currently use Clicktools in order to conduct multiple customer satisfaction surveys which are then mapped back into Salesforce.com. This data feeds into reporting on several key metrics including advocacy and professionalism. In addition to surveys, we use multiple forms to manage our internal and external ticket submission process by utilizing Clicktools web to case mapping.
- Button Click, no coding experience or knowledge needed
- Intelligent design, with the ability to create conditional questions and mappings.
- Integration with Salesforce is strong
- Responsive and friendly customer support
- Lots of Clicktools branding on form
- Difficult to customize survey design
- Issues mapping certain fields back into Salesforce (ie, dates)
November 07, 2013
Clicktools + Salesforce = Great Combo
Score 7 out of 10
Vetted Review
Verified User
- Nice drag and drop functionality to move and re-arrange questions.
- Syncs well with Salesforce.
- Built-in templates to get you up and running quickly.
- Nice added features- being able to group certain questions together, conditional questions, adding text boxes, hidden fields for contact information.
- Using conditional questions (if yes, then skip to question 5, if no, continue to question 2) can be tricky initially. And it can be really tricky once you have multiple conditions that send a person all over the place. Be sure to test repeatedly so that you know that your customers are getting to the questions they are supposed to be at and not being kicked out early. There are certain nuances you will pick up on over time that make conditional questions easier - BUT you can clone surveys, so build once and then work off your own template.
- No matter how many questions types are available, inevitably you will find a question in which Clicktools does not have a type to support it. They do have quite a few options though... just wish their matrix option was more robust.
- Not many template "themes" to pick from - surveys look very bland.