Clicktools - 5*
Clicktools is currently used Europe-wide within Coca Cola European Partners but for GB we currently use if for generating survey …
Clicktools
Clicktools
Clicktools
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
View all 16 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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Pricing
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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 by…
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Product Details
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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 by SAP in 2017 when the companies formed a strategic partnership.
Clicktools Video
Clicktools Overview
Clicktools Competitors
Clicktools Technical Details
| Operating Systems | Unspecified |
|---|---|
| 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.
MaritzCX, Forsta, and InMoment Experience Intelligence (XI) Platform are common alternatives for Clicktools.
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 Enterprises (1,001+ employees).
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Reviews and Ratings
(42)
Attribute Ratings
Reviews
(1-5 of 5)- Popular Filters
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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
100%
10.0
100%
10.0
100%
10.0
100%
10.0
N/A
N/A
N/A
N/A
100%
10.0
100%
10.0
- Positive impact. It allows us to improve our knowledge, create a better customer experience therefore retaining our customers.
I really liked this product because of its integration with Salesforce.com. I really didn't entertain any other products.
- Implemented in-house
No
Change management was minimal
- I did not encounter any issues.
June 29, 2015
Gets the job done
Score 7 out of 10
Vetted Review
Verified User
- 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.
- The ROI has been good - we use surveys to determine what kind of campaigns people will respond to, what kinds of products they may find useful for future development, as well as how satisfied our current customers are
- Survey Monkey
Price was the main factor. When we were talking to survey companies, a lot of them were really big about the robust features they could offer. We did not need robust features - we just needed to send surveys and integrate them with SFDC. It was hard to find a company that understood that, but ClickTools did.
8
The marketing team regularly uses ClickTools for many uses, such as event surveys. The SFDC Admins set up ClickTools and support our users. However, a lot of our users just go to ClickTools for support. Our client services department uses ClickTools for client satisfaction surveys. More recently, our product management team has started using ClickTools to get insight in to future product ideas.
2
It is pretty user friendly and customer support is always quick to respond, so almost anyone could support ClickTools. A technical person is probably the way to go, such as a SFDC administrator or marketing automation administrator. I definitely recommend that the person who supports ClickTools is also a regular user of it.
- Client Satisfaction Surveys - these help us monitor how we are doing and make sure the trend is where it should be.
- Product Functionality Surveys - these help us figure out what features/improvements our clients want or need.
- Marketing Surveys - a lot of different use cases here - one example would be to see how far a person is willing to travel to come to an event.
- Event Surveys - determine where we should hold an event by sending out a survey before we pick the final location.
- Market Surveys - determine if one area is having more industry difficulties compared to another.
- Automated Surveys - send out automated surveys at certain points of a client's life cycle to make sure everything is on track.
- Loss surveys - send out automated surveys when an opportunity closes and is lost.
- Win Surveys - send out automated surveys when an opportunity closes and is won.
- Employee Surveys - use to gather data from employees.
Yes
We were using Zoomerang for quite a few years. Zoomerang was very intuitive and very reasonably priced. They were bought out and the price skyrocketed, which is why we decided to make a switch. I would say Zoomerang was more user friendly, and also had more functionality that was standard.
- Price
- Product Usability
- Product Reputation
- Analyst Reports
Price was the main factor. When we were talking to survey companies, a lot of them were really big about the robust features they could offer. We did not need robust features - we just needed to send surveys and integrate them with SFDC. It was hard to find a company that understood that, but ClickTools did.
We may have looked at more vendors. At the time, it was pretty apparent that ClickTools was the best fit. Since our SFDC team were the ones responsible for implementing the survey product, they narrowed down the vendor selection. They made the right choice by narrowing it down to ClickTools.
- Implemented in-house
No
Change management was minimal
We did not really take away any lessons regarding change management during our implementation of ClickTools.
- We had no issues.
- Self-taught
If you have used any other kind of survey engine before, then you will have no problems self-teaching yourself with ClickTools. Their support team is good about getting back to your questions. They also have a lot of online resources that can help get you started. I would recommend this approach over paid training.
No
We do not need premium support. We do not use enough functionality to need extended support. Even if we did use more functionality, I'm sure their regular support team would be more then enough to keep us up and running. I'm not even sure if ClickTools offers a paid premium support team.
No
I could not figure out how to remove the back button from the survey. So, I contacted support. They sent me the script I needed to remove the back button, and it worked! The only bummer is that it actually takes script to remove the back button. It seems to me that should be regular functionality.
- Easy to create a survey
- Easy to export/analyze the results
- Easy to see all surveys and responses
- The skip logic set up is not the best
- The testing functionality is not great. You have to actually take the survey, and then filter the tests out of your results. This kind of takes away from the summary number of responses you see on the home screen b/c it always contains your tests.
- SFDC integration is good, but a little cumbersome.
No
- Salesforce.com
We sometimes sync survey responses to our SFDC campaigns. We also sometimes map the survey results back to SFDC fields. It's not the easiest built in functionality, so right now most of the surveys go out without having this integration set up.
- AppExchange or similar marketplace
If you can find the time, then I recommend learning how to integrate the surveys with SFDC campaigns, and take the extra time to set this up when you send out a survey. It is so much more convenient than exporting the results later, and manually importing them into the database. And, as always, make sure you test that the integration is working as planned.
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
- Better customer service
- increased knowledge of customer needs, wants, and frustrations
Cvent, Survey Monkey
March 18, 2015
Clicktools offers seamless integration to your CRM system for capturing customer satisfaction
Score 10 out of 10
Vetted Review
Verified User
Grass Valley produces products for the broadcast industry. Salesforce is our CRM system for the Service organization globally. Prior to Clicktools, we were conducting random Customer Satisfaction surveys on closed Service engagements for North America and occasionally from our European region. The process was labor intensive and only reaching a small percentage of our customer base. With the integration of Clicktools and Salesforce, we have now fully automated the process, reaching 100% of the customer base and supporting 8 different languages. We are receiving timely feedback from all geographies allowing for us to respond more quickly to feedback from our customers.
- 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.
- Being able to gather customer feedback globally has allowed us to respond more quickly to specific needs within geographies. Having a database of historical Customer Satisfaction data to draw on provides more credibility when going to executive management for resource needs. With the assistance of Clicktools, we have adopted the "NPS" ("Net Promoter" Score) concept that is an industry standard for measuring overall Customer Satisfaction. "I would recommend Grass Valley based on this service experience" is on all surveys and we use the ratings (scale 1-10) of this response as our NPS and to gauge how well we are doing overall.
When we started looking for vendors to integrate with Salesforce, the only other product we investigated was "MarketTools". We had no prior experience with either but I believe the deciding factor and why we chose Clicktools was cost.
Support Engineers and Service Management
2
Editing and familiarity with a Web UI
- Capturing customer perception of how well our Service organization is doing globally.
- Obtaining timely feedback from our customers on what we are doing well and what we can improve upon.
- Integration with our CRM system for easy of providing KPI's (Key Process Indicators) to management
- When we started this process, we only provided surveys in "English". By having the ability to capture comments and survey return rates globally, we were able to identify possible problems with English being a 2nd language for customers who were not understanding what we were asking on the survey. Being able to easily improve on the customer experience by offering surveys in 8 languages removed the language problem from the equation.
- Even after the change to support 8 languages, we still saw confusion on the survey where some customers misinterpreted the rating system we were using ("1" = bad, "10"=good). Clicktools very quickly and easily replaced the 1 with a sad face and a "smiley" in place of the 10. As they say "a picture is worth a 1000 words..." Too early to know if this change results in any additional improvement as we've just implemented it but time will tell.
- By capturing surveys in multiple languages and through the metrics we monitor, we've learned there may be some cultural barriers to the on-line survey process. This is being attributed to the low survey return rates we see from certain regions. Its not that those customers provide low ratings on the surveys, they simply do not respond at all.
- We initially created specific surveys for 3 different types of Service Engagements (Phone Support, On-Site Service and Training). We are currently only utilizing one (Phone Support). We will be looking to expand this in the future as our internal processes become more refined.
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.
- Better customer service- we have it synced to our CRM Salesforce so that customers are only getting one survey every 30 days and they have the option of leaving their information for us to contact them about a bad support/service experience.
- The surveys give us the feedback we need to be ISO compliant.
- The survey tool allows us to maintain and set a baseline for where our service needs to be, what needs to be improved on, and what we are doing really well.
- We use the tool to conduct market research- the built in PDF reports make it really great for getting your results quickly and easily.
5
The Marketing and Marketing Research groups use Clicktools.
5
You will most likely need to work closely with a SF admin if you want the tool to integrate. Integration is not 100% straightforward- we needed to get on a support call and have assistance form Clicktools. But once set up, it worked like a charm. As far as skills to use the tool, basic computing skills are all that is needed. It is pretty user friendly.
- Service and Support Surveys.
- Market Research Surveys.
- Annual Customer Satisfaction Surveys.
- We previously did not have a tool that linked to SF, so being able to set rules and workflows within our CRM so that customers are only receiving a survey every 30 days has been great! This helps eliminate survey fatigue and also makes us much less annoying to our customers.
- As we expand our market research segment, we hope to build more complex surveys that build in complex, conditional questions. ClickTools does a great job of handling conditional questions once you get the hang of how to build them.
Yes
Zoomerang was our previous survey provider and they sold out to Clicktools a few years ago. We were decently happy with Zoomerang (minus it's inability to sync with SF) but we switched to Clicktools once the buy-out occurred.
- MailChimp,SurveyMonkey,QuestionPro
The SF integration. We were also switching from Zoomerang amid a contract so we got a really good price for a couple years (which was largely a part of it).
- Price
- Product Features
- Product Usability
Price and Product Features were both equally important. We are a mid-size company so we do not have a huge amount of money specifically allocated for survey tools, nor do we do a large amount of surveys each year. We needed an affordable tool that would allow us the flexibility to build surveys the way we wanted to and to ask questions the way we wanted to.
We would most likely do it exactly the same.
- Implemented in-house
No
Change management was minimal
We had previous users who handled survey tasks and this group was responsible for evaluating tools and implementing/learning/teaching this tool. It required a minimal amount of effort and was pretty efficient/easy.
- Just the initial learning curve to get the tool working.
No
We have basic support and that has worked just great for us! We have no need to pay for additional support at this time.
No
I was working in a complex CRM integration and we currently do not pay for support (we just have basic support). Clicktools staff was on the phone, doing multiple phone calls, emails, and GoToMeetings to help solve the problem with the SF admin and myself. The representative helping us was joking around and didn't make us feel like we were wasting their time and more importantly, didn't make us feel like idiots for not being able to figure it out (nothing worse than condescending support staff). ALSO, as a ClickTools customer, they reach out to you before major conventions (like Dreamforce in San Francisco each year) and invite you to their Customer Appreciation Events and take care of while there. It's great to see loyalty to you as a customer for using their product (b/c they realize you do have a choice in which vendor you go with and they appreciate you).
- Drag and Drop functionality for questions.
- Building a basic survey.
- Reporting.
- Conditional questions are tricky (at first).
- SF integration is tricky (at first).