Clicktools helps us deliver a Customer Experience second to none
December 04, 2015

Clicktools helps us deliver a Customer Experience second to none

Katie Meeker | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Team

Overall Satisfaction with Clicktools

iCIMS uses Clicktools across the entire organization to streamline the survey process. From a bi-annual Net Promoter Score (NPS) survey, to event triggered customer satisfaction surveys, Clicktools helps iCIMS in its commitment to deliver a customer experience second to none. Where Clicktools really excels is with its integration with Salesforce. We're able to send surveys based on triggers in SFDC - and then also store the results on different profile types. Finally, Clicktools has been a tremendous help in streamlining survey requests from departments across the organization. We've been able to standardize question types and build a dashboard within SFDC that allows stakeholders to see how iCIMS customers are feeling during different interactions with our business.
  • Integration with SFDC: Makes it easy to trigger survey sends - and store survey results within SFDC - so that multiple departments and stakeholders can view results.
  • Hidden Questions - Since we are mostly surveying our customers, we use Clicktools Hidden question fields to improve the survey experience. This way we don't need to ask the person filling out the survey their name or company - but are still able to attach the survey to their profile within SFDC.
  • Ease of Use - Clicktools is a robust, yet easy to use software. As someone who manages a team of people that deploy Clicktools, I don't use the product everyday, but I have a very small learning curve when I do need to jump in and create a survey.
  • Text Insight Charts - We recently started using the Text Insight Charts - the functionality seems cool, but I think some more development is needed here to truly add value.
  • Customized Exit Pages - Clicktools offers this functionality, but is a paid feature. I believe this is something that should be included in the core functionality of the software vs. a paid add on.
  • Clicktools plays a crucial role in our Net Promoter Score (NPS) survey. Twice a year we deploy the survey, and because of the flexibility of ClickTools and its integration with SFDC, we've seen a 40% response rate in a survey that formally only received 6-7%.
We used to use a paid version of SurveyMonkey - the two products really don't compare. We had difficulty with logic and syncing the answers within our CRM system. We no longer have this problem.
  • Customer Surveys
Great for NPS and customer success surveys. I know other customers have also used Clicktools for forms or call scripts, but this isn't something we've started leveraging yet.

Clicktools Feature Ratings

Survey templates
Not Rated
Themes
Not Rated
Custom logo/branding
10
Changes to live survey
10
Question design help
Not Rated
Multiple question types
10
Survey logic flexibility
10
Response tracking
10
Data export
10
Standard reports
10
Custom reports
10
Analytics
10
Vendor-offered crowdsourcing
Not Rated
Respondent restrictions
Not Rated
Access controls
Not Rated
Compliance
Not Rated