Versatile and Robust Survey Solution
March 01, 2014

Versatile and Robust Survey Solution

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Web to Case, Web to Account, Surveys

Overall Satisfaction

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.

Pros

  • 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

Cons

  • Lots of Clicktools branding on form
  • Difficult to customize survey design
  • Issues mapping certain fields back into Salesforce (ie, dates)
  • By getting the pulse on customers, we are able to pivot, gain insight on customer issues, and measure progress on key metrics
  • By using the web to case functionality along with Salesforce workflows, we have been able to go to a paperless RMA system. Previously our customers were required to fax in a form to start the process. Now they simply complete a form online and obtain an RMA number along with instructions on how to ship their product in, immediately.
  • Overall we can provide better customer service and gain quantitative analysis on customer satisfaction and rep behaviors.
Clicktools was in place when I started the position. I have not felt the need to go and look for additional alternatives. I believe management use Timba Surveys previously and it was not as robust as Clicktools. Timba Surveys also lacked the online and live customer support that is present with Clicktools.
Our business processes are built around some of the Clicktools forms and our systems of customer satisfaction measurement depends on the surveys. We have invested heavily in building our these processes, surveys, and training employees around them. Clicktools will continue to innovate and release new features that we can leverage to improve our business.
It is well suited for an organization that is looking to conduct surveys and use CT as a submission form that integrates with Salesforce. The fact that Clicktools can take care of both needs, make it a versatile solution and easy to justify the expense. The are always new innovative ways to use the solution.

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