AskNicely vs. Clicktools

AskNicely is well suited for surveying customers about how they are feeling about your product. This can be their overall feeling or after they have taken a certain action. E.g. used a particular feature. It's not designed for getting through customer feedback, rather gauging satisfaction. You will need to follow up with other survey methods for detailed feedback.

Incentivized

For any organization that is using salesforce.com and needs to implement a survey system that directly ties back to their salesforce.com system I would highly recommend Clicktools. We tried building our own customer satisfaction survey and it was not worth the effort, especially as our questions are ever changing. The integration with the case module was easy to configure

Incentivized

• The workflows and level of automation to make managing an ongoing NPS programme easy are fantastic.
• The AskNicely TV Dashboard is great for getting everyone in the office interested in customer feedback - it essentially brings the customer into the room for some people who don't have a lot of direct contact with customers.
• The system is very easy to use and intuitive.

Incentivized

• 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.

Incentivized

• Integrations could always be another but they do a nice job getting Asknicely and CRM’s talking nicely to one another
• I’d like to see more resources on how to take small businesses to the next level of CX execution using NPS and AskNicely
• More, not fewer plan options

Incentivized

• Using conditional questions (if yes, then skip to question 5, if no, continue to question 2) can be tricky initially. And it can be really tricky once you have multiple conditions that send a person all over the place. Be sure to test repeatedly so that you know that your customers are getting to the questions they are supposed to be at and not being kicked out early. There are certain nuances you will pick up on over time that make conditional questions easier - BUT you can clone surveys, so build once and then work off your own template.
• No matter how many questions types are available, inevitably you will find a question in which Clicktools does not have a type to support it. They do have quite a few options though... just wish their matrix option was more robust.
• Not many template "themes" to pick from - surveys look very bland.

We have loved using Clicktools and will continue to use it for the foreseeable future. The price and Salesforce integration is what really sets it apart from any other solution out there. I have learned a great deal about surveys and how to manage them in a CRM by using Clicktools. We will certainly be renewing our contract.

It's fairly intuitive, produces a great product and the customer support is fantastic. I only lowered the score because I find that the in-depth surveys that we run most often can take up to five minutes to produce results, which can be tiring since the interface only allows me to open one window of Clicktools so I can't run multiple results at a time. When I asked support if this was an issue that could be fixed they said it was because the graphics took time to generate the data.

Incentivized

ClickTools is always available when I need it. The interface is quick and does not drag. Survey responses show up quickly after a survey is submitted. The survey analyzer is swift as well. There is no waiting around for something to process when you are using ClickTools.

I get frustrated by not being able to find the answers to my questions online by myself. I would rather search FAQs and find things that way, but it seems I always have to contact support to get the answer I need. They need a more robust support center so you can do it yourself. But on the upside, when I do contact support, they respond immediately and usually solve my problem quickly

If you are setting up integration with a CRM (Salesforce) get this done early on in the process. You can always do it later, but it's easiest to lay your foundation first and then build up and around it later

When we evaluated Delighted we found a product that *almost* met our needs. They provide great surveys with solid analytics at an unbeatable price point that includes all the integrations now matter what price you enter at. The thing that won us over to AskNicely was the "workflow" features. The ability to automatically reach out to customers based on the survey result is extremely powerful and saves a lot of time for multiple teams. Delighted does not offer that feature. Pendo lost out because of price, they are focused solely on enterprise customers and were literally thousands of dollars more a month than AskNicely. Now, to be fair, Pendo offers a much broader feature set than AskNicely, but as a straight NPS provider, AskNicely fit the bill perfectly.

Incentivized

Secure, integrated with Salesforce and allows for better graphics that can be presented to customers. It produces a valuable tool for our sales team by collecting data and turning it into something that is comprehensive and easy to navigate and fun to look at, vs numbers and data gathered onto a sheet.

Incentivized

• The first positive impact has been stressing the nearly urgent need for a NPS tracking system. Gathering the first few responses (both positive and negative) was eye-opening.
• The second positive impact was being able to see a commonality among our detractors, which in turn enabled our management team to shift strategies on prioritizing resources and projects.
• Lastly, this has filled a niche in customer satisfaction feedback that was not sustainable in the previous methods.

Incentivized

• Increased employee efficiency: due to the fact that it links to the Salesforce, it saves time to update our stakeholder records. It is, at least, a 100% ROI.
• Better customer service. The data we collect help us improve our operations. It is hard thought to estimate the role of Clicktools in the retention of our clients.

Incentivized