Clicktools

Clicktools

Score 10.0 out of 10
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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Recent Reviews

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Popular Features

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  • Data export (15)
    9.9
    99%
  • Changes to live survey (16)
    8.9
    89%
  • Multiple question types (16)
    8.9
    89%
  • Custom logo/branding (14)
    8.9
    89%

Video Reviews

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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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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6 people want pricing too

Alternatives Pricing

What is Qualtrics?

Qualtrics produces three Web-based products: Research Suite, which helps companies and schools conduct their own custom-made surveys and data analysis; Site Intercept, which allows websites to get feedback from visitors; and 360, a tool to help human resource operations assess employee performance.

What is Mailchimp?

MailChimp is an SMB-oriented email platform. A free account is offered with a 500 subscriber limit and with a limit of 3000 sends. There are various pricing models above 500 subscribers.

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Product Demos

Clicktools Overview
01:15
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Features

Survey Format & Appearance

Features related to the type, look & feel of surveys.

8.3Avg 7.8

Survey Content

Features related to the content (media, question types, answer types, etc) of surveys.

8.9Avg 8.6

Survey Logic

Features related to survey flow, or the logic that directs survey question order.

8Avg 8.3

Survey Reporting & Analytics

Features related to reporting & analytics for survey results.

9.5Avg 8.1

Survey Administration & Security

Features related to administration & security for survey tools and data.

8.9Avg 8.3

Survey Distribution

Features related to the distribution of surveys.

9Avg 8.0
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Product Details

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 Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

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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Comparisons

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Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Clicktools is being used by marketing on behalf of the organization. We use Clicktools for gathering customer satisfaction.
  • Easy set up of surveys.
  • Using lists as an answer choice.
  • Question conditions are easy to use.
  • I once tried to include a question for the customer to choose their state and there is a limit for number of answers provided (it's 50) I wanted to add Hawaii and PR but couldn't.
  • If an answer has more that 20 or so lines, the pdf report doesn't load correctly.
We use Salesforce and Clicktools is the best survey tool out there that works well with it.
Survey Format & Appearance (3)
83.33333333333334%
8.3
Survey templates
90%
9.0
Themes
60%
6.0
Custom logo/branding
100%
10.0
Survey Content (3)
100%
10.0
Changes to live survey
100%
10.0
Question design help
100%
10.0
Multiple question types
100%
10.0
Survey Logic (1)
80%
8.0
Survey logic flexibility
80%
8.0
Survey Reporting & Analytics (5)
78%
7.8
Response tracking
100%
10.0
Data export
100%
10.0
Standard reports
100%
10.0
Custom reports
N/A
N/A
Analytics
90%
9.0
Survey Integrations
N/A
N/A
Survey Automation
N/A
N/A
Survey Distribution (2)
N/A
N/A
Vendor-offered crowdsourcing
N/A
N/A
Respondent restrictions
N/A
N/A
Survey Administration & Security (2)
100%
10.0
Access controls
100%
10.0
Compliance
100%
10.0
  • Better customer service.
  • Better customer issue visibility.
Clicktools is best compatible tool with Salesforce.
Yes
SurveyMonkey was not compatible with Salesforce.
  • Price
  • Product Features
  • Product Usability
  • Analyst Reports
I needed a product that would be compatible with Salesforce. I wanted all results to be reported back to the Salesforce customer record. Clicktools is perfect and was the only one in the market when we purchased it.
Clicktools was perfect for what I was looking for.
JP is a life saver. Every time I called support, I got an answer right away and assistance was top notch.
I even had support help me over the weekend. AMAZING. The best support.
I had a survey go out to thousands of customers and had MANY question conditions. JP helped me with the survey but I had many customers emailing back saying it was not working. This was after hours and support did get back with me to assist while I was already driving home. They helped me and it saved us from upsetting many customers.
December 07, 2015

Salesforce Automation!

Kimberly Devane | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I use Clicktools to run my business. I recruit participants for paid use research. I use surveys to help me screen and select candidates. I also have it tied to my Salesforce database to add records.
  • Phone and chat support is amazing!
  • Easy to use.
  • Links to Salesforce.
  • Adding email marketing features would be great. I use Vertical Response right now for this.
  • Sometimes the phone line for support is down.....make sure it is up!
  • Renewal specials.
For user research recruiting, it is great. I chose Clicktools because of the Salesforce automation primarily.
Survey Format & Appearance
N/A
N/A
Survey Content (3)
100%
10.0
Changes to live survey
100%
10.0
Question design help
100%
10.0
Multiple question types
100%
10.0
Survey Logic (1)
70%
7.0
Survey logic flexibility
70%
7.0
Survey Reporting & Analytics (5)
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
Survey Integrations
N/A
N/A
Survey Automation
N/A
N/A
Survey Distribution (1)
100%
10.0
Respondent restrictions
100%
10.0
Survey Administration & Security (1)
100%
10.0
Access controls
100%
10.0
  • All around helps my business due to the Salesforce automation!
The Salesforce automation is the key for me on why I converted from SurveyMonkey to Clicktools! I see that SurveyMonkey now offers this as well! Two years ago, it did not.
  • Product Features
Salesforce automation was the key factor in my decision.
I wouldn't. I do this it is a bit pricey though.
No
The support I get for free is great!
One of the pluses of using Clicktools is the immediate support I receive!
Every time I create a survey, I usually call in for help before it goes live. They always give great pointers!
June 29, 2015

Gets the job done

Jennifer Robertson | TrustRadius Reviewer
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.
Ask about the features that come standard vs the features that are added at higher price points. There are some features that are not standard that should be.
  • 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.
Price and functionality. We do not need a robust survey engine. A lot of survey companies take it to a very high level - higher than we need. We just need to be able to send out surveys, use skip logic, and sync to SFDC.
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.
Implementation is pretty easy. You can get started right away by logging into the ClickTools website. Your SFDC administrator can also install the app from the SFDC App Exchange. This is a fairly easy process. Once it is installed, you can access ClickTools from inside SFDC. The only bummer is you'll have to log in twice.
  • 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.
Some of the configurability will be considered too complex for some users.
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.
I have not had to use their support team a lot, but when I have it has always been a great experience with their support. They answer my questions quickly, and give the correct solution. I have also heard my coworkers say they really like and trust the ClickTools 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
ClickTools is very easy to use and get started doing the basics. Anyone will be able to easily log in an create a survey from day 1. Skip logic can be a little tricky and is less user friendly, so testing is very important. I would say that, overall, usability is good.
ClickTools is always available when I need it. The interface is quick and does not drag. Survey responses show up quickly after a survey is submitted. The survey analyzer is swift as well. There is no waiting around for something to process when you are using ClickTools.
  • 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
It's easy to download ClickTools from the App Exchange and get it installed in SFDC. The harder part is actually setting the surveys up to sync with SFDC campaigns and records. A lot of times when we send out surveys, it needs to be done as quickly as possible. So, because of timing, a lot of times the survey just goes out as is.
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.
They ended up performing a few demos for our company so that all potential users would have a chance to see the product. This allowed all of our potential users to weigh in their opinion during the sales process. They worked with us on the pricing, and understood the functionality we needed.
ClickTools has great customer support. We did not need to use their support team a lot, though. Implementation was quick and easy.
Kristi Eide | TrustRadius Reviewer
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.
Switching to a new tool is a hassle and there is nothing about Clicktools (other than it is a little pricey for what we need) that we are unhappy with. We evaluated many tools before selecting Clicktools and there are not many out there that seamlessly integrate with Salesforce as well as Clicktools does. This tool also gave us many more options that the free (and some paid) options out there.
Talk to Clicktools about how you will use the tool, if you need it to sync with a certain CRM system, what types of questions you most frequently ask, what the storage limit for stored surveys is (we ran into an issue with this once), if you will be emailing directly from Clicktools or from another service provider, how many users will need seats and the pricing structure.
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.
If you are setting up integration with a CRM (Salesforce) get this done early on in the process. You can always do it later, but it's easiest to lay your foundation first and then build up and around it later.
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.
I get frustrated by not being able to find the answers to my questions online by myself. I would rather search FAQs and find things that way, but it seems I always have to contact support to get the answer I need. They need a more robust support center so you can do it yourself. But on the upside, when I do contact support, they respond immediately and usually solve my problem quickly.
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).
It is a very usable tool. I would probably give it a higher rating if we used it for opt-ins, polls, and further integration with our system. We don't currently do all of that at this time, not because of limitations of this tool but because of limitation of resources to use this tool.
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