Item: Clicktools
Rating: 8
Author: Keri McKiernan, CSM

Overall Satisfaction

Use Cases and Deployment Scope

Clicktools is being used by my organization to send survey emails to external and internal clients. It is being used by multiple departments. The majority of the use is to send survey to clients after they utilize our support team for our product.

The business problem that is addresses is flexible creation of surveys that look professional to send to clients. It also needed to sync with Salesforce.com

Pros and Cons

Pros

Easy survey customization using "what you see if what you get" editors allow non-technical resources to configure surveys
Quick configuration and easy synchronization with Salesforce
Ability to create new surveys quickly to address business needs and deploy in minutes

Cons

The standard functionality is very good. However, when you want to use more advanced, API features I feel it lacks
For example, if you want to only allow a user to submit a survey 1 time and be 100% sure, without cookies it requires custom code and integration (trigger) for salesforce
When using their custom API, it often times out or does not create the link 100% due to their heavy load on their servers
Clicktools support has grown over the years, however their support group is typically quite small and located in London so there is a time-zone consideration if they receive a lot of tickets with the time zone lag it can take awhile to get a response. However, the quality if their support is quite good.

Return on Investment

Clicktools has helped us capture our increased customer satisfaction with our company's support process
Clicktools has allowed us to have a very small cost to maintain the system
Clicktools allows us to be flexible to meet business needs and go to market with a new survey in

Likelihood to Renew

Clicktools has a very low cost for the high value it provides. Once integrated it is a very "leave it and forget it" solution. It integrates very fast and well with Salesforce. The low annual cost provides a large value to the company. We are very happy with this solution.

Likelihood to Recommend

Clicktools works very well in a quick to market survey solution. If you are looking for a survey solution that integrates seamlessly with Salesforce, this is your best option. The point and click field mapping allows a Salesforce administrator to build and link surveys to Salesforce quickly. The interface allows you to be flexible and change look and feel on the fly.

Careful consideration needs to be made if you have a lot of surveys you need to manage, the interface gets cluttered quickly. Also, if you are a more advanced business user you need to consider setting up the Sandbox option which shows up with regular survey groups. Therefore, it can be easy to get confused if you are working on a production or sandbox instance.

Comments

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Clicktools recommended as a solid Salesforce solution

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