Engaging Surveys, and a Direct Salesforce Integration? Yes Please!
December 11, 2015
Engaging Surveys, and a Direct Salesforce Integration? Yes Please!
Score 9 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Clicktools
MindTouch utilizes ClickTools to track extremely valuable survey data provided as a result of a successful Support case close. Once we have the survey data, we leverage ClickTools to push that data into a custom object in Salesforce. Once that data is in Salesforce, we leverage reporting and rollups to analyze our customer health, Net Promoter Score (NPS), and automate internal notifications around specific KPIs.
Currently ClickTools is used by our Support team, though this will be extended to our Product and Marketing teams in 2016.
Currently ClickTools is used by our Support team, though this will be extended to our Product and Marketing teams in 2016.
Pros
- Clicktools provides a very simple interface for creating robust and engaging survey forms for our customers. A survey that doesn't require coding is key--this helps us anyone get set up in survey creation quickly.
- Integrating the data from Clicktools into Salesforce is really easy. Of course you will need to have an understanding of how to create a custom object to configure this integration correctly, but the actual wiring between each system uses a wizard to make things simple.
- On the topic of engaging surveys, Clicktools does this well. There are many branding options, and field-type options that really help ensure your customers will complete your surveys. If you spend time creating a survey for your customers, the last thing you want is for them to ignore the survey. Clicktools helps make sure your surveys are eye-catching.
Cons
- Honestly, I love Clicktools. I have no current feedback on items to improve. I work in software as well, so I know that's really odd--but you guys have hit it on the mark.
- Clicktools has had a positive impact on our NPS. Thanks to robust survey capabilities, we capture a lot of survey data from our customers so that we can truly understand their health.
- Clicktools also really helps our internal teams understand how MindTouch Support is making our customers delighted. Internal communication? Thanks Clicktools!
- Wufoo and SurveyMonkey
SurveyMonkey and Wufoo are quite simple in their approach. They do allow a quick way to create forms, but Clicktools integration into Salesforce is what sets them apart. There's no third party tools and plugins to make this happen like the other vendors. A direct connection between Clicktools and Salesforce? That's a no brainer for me.
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