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…
Gets the job done, but the interface needs help
I heart Clicktools
Our go-to tool
Clicktools - Clicks not Code
Well worth using Clicktools!
- Post support issue (closed-case) follow-up.
- Tracking C-Sat and ways to improve our service.
Engaging Surveys, and a Direct Salesforce Integration? Yes Please!
Best survey app integrated with Salesforce
If you use Salesforce, you must consider Clicktools for all types of surveys
Salesforce Automation!
ClickTools + Salesforce = :-)
Clicktools is utilized as an app within our Salesforce.com org and is being used by marketing, customer satisfaction, sales, professional …
Clicktools OnBoarding Process Great
Clicktools helps us deliver a Customer Experience second to none
Clicktools helps us support a global complex business and understand our customers
Using ClickTools with Salesforce at Fight CRC
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
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%
Pricing
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…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
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Snap Surveys offers both Survey Software and Feedback Management Solutions, including desktop survey software, online feedback management solutions, and survey research services.Snap Surveys offers complete tools for survey design, administration, data collection, and analysis. Snap Surveys…
What is Act-On?
Act-On is an adaptive marketing platform designed to drive personal and purposeful multi-channel marketing. Its foci are inbound and outbound marketing, for enabling a tighter alignment with sales and turning data into actionable insights.
Product Demos
westbrook partner demo Clicktools.mp4
Clicktools - Customer Feedback Integrated with CRM
Features
Survey Format & Appearance
Features related to the type, look & feel of surveys.
- 7Survey templates(11) Ratings
Includes a selection of pre-made survey templates for different types of surveys.
- 8.9Themes(12) Ratings
Includes options for the look & feel of a survey, including different colors, fonts, layouts, etc.
- 8.9Custom logo/branding(14) Ratings
Allows the user to include their company logo (rather than the survey vendor’s logo) and/or create a company template so that branding is consistent across multiple surveys.
Survey Content
Features related to the content (media, question types, answer types, etc) of surveys.
- 8.9Changes to live survey(16) Ratings
Users can make changes to live surveys after they are published.
- 8.9Question design help(14) Ratings
Includes educational material about question design for research, such as tips, recommendations, and information about best practices.
- 8.9Multiple question types(16) Ratings
Supports a variety of question types, such as multiple choice, select all that apply, ratings, text responses, etc.
Survey Logic
Features related to survey flow, or the logic that directs survey question order.
- 8Survey logic flexibility(13) Ratings
Survey question flow can be customized with skip logic, conditional questions, question branching logic, piping logic, and/or randomization.
Survey Reporting & Analytics
Features related to reporting & analytics for survey results.
- 9.9Response tracking(14) Ratings
Individual responses are coordinated with demographic information about the respondent. This information is stored and can be used for reporting and analysis.
- 9.9Data export(15) Ratings
Data collected within the tool can be exported to another program for additional reporting/analysis.
- 9Standard reports(13) Ratings
Includes canned reports that allow users to generate and share accurate survey results.
- 9.9Custom reports(11) Ratings
Allows users to report on custom metrics, choose which metrics to include in a report, run reports with advanced segmentation and/or customize the look and feel of a report.
- 9Analytics(11) Ratings
Allows users to run different types of analysis, such as statistical analysis, cross tabs, sentiment analysis, etc. within the tool.
Survey Administration & Security
Features related to administration & security for survey tools and data.
- 8.9Access controls(14) Ratings
Administrators can limit users’ ability to access data and edit content.
- 9Compliance(6) Ratings
Supports privacy compliance and confidentiality standards, such as HIPPA.
Survey Distribution
Features related to the distribution of surveys.
- 10Vendor-offered crowdsourcing(1) Ratings
Vendor offers access to an audience or panel of respondents.
- 8Respondent restrictions(6) Ratings
Users can place restrictions on who can participate in surveys or how many times the same person can complete a survey.
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Clicktools?
Clicktools Video
Clicktools Competitors
Clicktools Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(42)Attribute Ratings
Reviews
(1-5 of 5)Clicktools is Fantastic!
- Integrates with Salesforce.com
- Easy to Use
- Quick setup
- Needs more flexibility related to survey design
- Survey templates
- 100%10.0
- Themes
- 100%10.0
- Custom logo/branding
- 100%10.0
- Changes to live survey
- 100%10.0
- Question design help
- 100%10.0
- Multiple question types
- 100%10.0
- Survey logic flexibility
- 100%10.0
- Response tracking
- 100%10.0
- Data export
- 100%10.0
- Standard reports
- 100%10.0
- Custom reports
- 100%10.0
- Analytics
- 100%10.0
- Vendor-offered crowdsourcing
- 100%10.0
- Respondent restrictions
- 100%10.0
- Access controls
- 100%10.0
- Compliance
- 100%10.0
- Positive impact. It allows us to improve our knowledge, create a better customer experience therefore retaining our customers.
- Implemented in-house
- I did not encounter any issues.
Gets the job done
- 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
- 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.
- Price
- Product Usability
- Product Reputation
- Analyst Reports
- Implemented in-house
- We had no issues.
- Self-taught
- 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.
- Salesforce.com
- AppExchange or similar marketplace
Great for admins, not so much for cosmetics
- 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
Clicktools offers seamless integration to your CRM system for capturing customer satisfaction
- 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.
- 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.
Clicktools + Salesforce = Great Combo
- 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.
- 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.
- MailChimp,SurveyMonkey,QuestionPro
- Price
- Product Features
- Product Usability
- Implemented in-house
- Just the initial learning curve to get the tool working.
- Drag and Drop functionality for questions.
- Building a basic survey.
- Reporting.
- Conditional questions are tricky (at first).
- SF integration is tricky (at first).