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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- Free/Freemium Version
- Premium Consulting/Integration Services
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westbrook partner demo Clicktools.mp4
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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.
December 10, 2015
Best survey app integrated with Salesforce
Clicktools is used across the whole organization to collect our clients and other stakeholders' feedback on our services, conduct internal staff surveys, and gather benchmarking data in the sector that we operate in.
- 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.
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.
December 04, 2015
Clicktools helps us deliver a Customer Experience second to none
iCIMS uses Clicktools across the entire organization to streamline the survey process. From a bi-annual Net Promoter Score (NPS) survey, to event triggered customer satisfaction surveys, Clicktools helps iCIMS in its commitment to deliver a customer experience second to none. Where Clicktools really excels is with its integration with Salesforce. We're able to send surveys based on triggers in SFDC - and then also store the results on different profile types. Finally, Clicktools has been a tremendous help in streamlining survey requests from departments across the organization. We've been able to standardize question types and build a dashboard within SFDC that allows stakeholders to see how iCIMS customers are feeling during different interactions with our business.
- 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.
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
February 25, 2015
Clicked "Yes" on Clicktools
Score 9 out of 10
Vetted Review
Verified User
Our Luminate Customer Support group sends a CSAT survey to all closed cases. The Marketing Dept. sent buyer intention and conference follow-up surveys. Professional Services and Partners send CSAT suveys upon completion of projects and implementaitons. We are scoring customer satisfaction.
- 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.
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
February 28, 2014
Great survey tool that integrates well with Salesforce.com
Score 9 out of 10
Vetted Review
Verified User
We're using Clicktools to conduct our quarterly client satisfaction surveys and various ad hoc surveys. It's being used by Client Services and Marketing. The integration allows us to pull contact data from our CRM (Salesforce) and created unique survey URLs that autopopulate demographic data elements for our survey takers. They click the link and they don't have to fill out their name and such, just confirm it. Once they have completed the survey, the results can be pumped back into Salesforce anywhere you want. We have a custom object called "Surveys" that houses all the data. The survey builder is very intuitive and works on the fly. If a small tweak is needed on the survey, the changes occur in realtime. The analytics are very useful and provide an overview of survey results, even while customers are still taking it. I would recommend Clicktools to anyone. It has made survey administration a breeze.
- CRM integration is very specific. You can map survey results to just about any Salesforce object.
- Survey builder is intuitive and makes changes on the fly.
- Survey and email templates provide another layer of customization. Those proficient in HTML can really customize the look and feel of the survey.
- Bounced email reports are not exportable and don't easily provide bounced reasons. You have to click into each one to see the reason it was bounced, rather than seeing in directly on the report.
- Allow for more customization (without using code or HTML) on the survey template. Specifically where the "Submit" button resides. I would prefer to have this button on the last page with a question, then have the last page say your survey has been submitted. Some survey takers go all the way through the questions and never submit them.