Item: Clicktools
Rating: 9
Author: Michelle Pritchett, MBA

Use Cases and Deployment Scope

Clicktools is used to integrate into Salesforce to send surveys for cases. One day after a case is closed, a survey is automatically sent out, and when completed, the information provided on the survey auto updates the case record. We also use functionalities of Clicktools to complete special processes set up in Salesforce by using custom Salesforce buttons to launch Clicktools.

Pros and Cons

The integration with Salesforce is the only reason I use Clicktools.

I tried using Clicktools for a stand alone (not Salesforce integrated) survey and found it very difficult to pull and display the results in a manner I needed. Possibly it was a user issue (me not knowing what I am doing), but seems the end user interface could have been better.

Return on Investment

The surveys integrated with Salesforce cases allow us to gauge the service offered.

Alternatives Considered

I used Zoomerang before Clicktools. The only reason I use either one is because Salesforce integrates with this tool.

Likelihood to Recommend

Clicktools is most suited for Salesforce customers who want automatic integration with the software. I have offered our marketing company to utilize Clicktools and after they have reviewed it, they opted to use SurveyMonkey instead. I do not know the reason why they chose this route, but perhaps it was my history of attempting to launch and review data received on an independent survey (not integrated with Salesforce) and had struggled.

Clicktools integration with Salesforce is a PLUS

Software Version

Overall Satisfaction with Clicktools

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Likelihood to Recommend

Clicktools Feature Ratings