Would highly recommend
April 11, 2014

Would highly recommend

Joy Wallis | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Modules Used

  • Survey

Overall Satisfaction

The survey module is all I have used. Professional Services and Support are the main two departments using surveys, but we have sent one survey to our full database for corporate feedback. It helps us know CSAT on support and service tickets. We are also planning to use it for online chat and internal surveys
  • Flexibility of integration with Salesforce.com - there is no package to install that creates custom objects; you decide which objects to link to and can create your own custom one if you want. We linked support CSAT to cases, service CSAT to a custom service object and internal marketing feedback to a custom survey object. Each survey can point wherever you want, and you can have multiple surveys per parent object if wanted
  • Support is great. Very fast to respond and doesn't mind helping with simple questions.
  • Nice UI and good online training
  • Analytics navigation was a challenge for me, but admittedly I did not seek help for it. I prefer to use the data in Salesforce reporting
  • Customer satisfaction is the main thing we track, and Clicktools has helped us know what customers feel about each interaction
  • Feedback on specific reps/tickets has allowed us to see which styles work best and help coach the team
  • timba surveys,survey force,Vista
There was no need to create survey landing pages from Salesforce for external polls, we could decide where survey results were captured in Salesforce (if at all - can report straight from CT), and with simple html skills we could brand everything
Our teams rely on it to know how well they are received by our customers and it does not burden our Salesforce org with custom code
This is not an inexpensive solution in comparison to the free and lower priced options, but for an enterprise company it is well worth the investment. The ease of use and simplicity of launch keeps it on the top of my list for those that have budget.