Clicktools

Score10 out of 10

42 Reviews and Ratings

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Reviews

28 Reviews

Clicktools - 5*

Rating: 9 out of 10

Incentivized

April 4, 2019

Use Cases and Deployment Scope

Clicktools is currently used Europe-wide within Coca Cola European Partners but for GB we currently use if for generating survey questionnaires that are then linked to specific account groups within Salesforce. We then run campaigns that are bespoke built for various different reasons and use the information gathered for future campaigns and info gathering for account management.

Pros

Ease of Use. Building surveys within Clicktools is really straight forward.
The help option is extremely good giving step by step guides on how to complete things within Clicktools.
The external links that are provided for then embedding in to different systems and linking is another easy action to complete.

Cons

The storage capability could be better. I'm not sure if there are options to buy additional or the basic package they give can be increased but we often find we are at 90% of capacity.
The ability to bulk delete items rather than having to page through would be a fab addition.
The capacity to input options - We found recently that after we had input up to 10 lines for selections we could add no more.

Likelihood to Recommend

We have found it is especially suited for staff surveys due to the fact that responses are anonymous so our staff feel they are able to comment in the knowledge that their responses are kept private. The ability to export results in a user-friendly format and custom build is a bonus, from my experience so far we haven't come across a scenario where it hasn't been suited but we are perhaps still in our infancy using the system.

Rebecca Hunt

Professional in Manufacturing at Coca-Cola European Partners (1001-5000 employees)

Vetted Review

2 years of experience

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Gets the job done, but the interface needs help

Rating: 6 out of 10

Incentivized

May 1, 2018

Use Cases and Deployment Scope

We primarily use it for internal surveys, specifically from within Salesforce, getting feedback on the quality of our departments' work and to rank the projects other teams would like to see done. However, as a company, we also use it to survey our customers, specifically for support case surveys, defect resolution, and the like.

Pros

Integrates well with Salesforce
End-users (survey recipients) have a good experience

Cons

Changes don't "queue up," but instead are saved as soon as you click on a given option. This is inconsistent with just about every tool in a similar space (online tools). It's been a few months since I spent any time building or administrating a survey, so they may have made improvements.
As an administrator, the interface is generally unintuitive. Organization is bizarre and naming conventions are not helpful. Perhaps this is a cultural challenge (ie perhaps folks in the United Kingdom, where I understand this product originates, totally get the tool)

Likelihood to Recommend

If you just need a quick, simple, mass survey, it's not for you. If you need integration with SFDC, formality, and good metrics, try it out.

Joshua Henke

Senior Netsuite Architect / Developer in Information Technology at Q2ebanking (501-1000 employees)

Vetted Review

1 year of experience

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Our go-to tool

Rating: 8 out of 10

Incentivized

December 15, 2015

Use Cases and Deployment Scope

It is being used by one lead in each region. It allows us to collect comprehensive data from our customers and use it as a tool to demonstrate the effectiveness of our training that we have our customers review. I love that the answers are integrated in Salesforce so I can check out data within a campaign before pulling the results in Clicktools.

Pros

Beautiful presentation.
Integrates with Salesforce.
Stores a data.
Reactive to my usage.

Cons

Speed - the quality of graphics is high and a lot of info is being pulled, it can take quite a bit of time to produce results.
I am unable to open multiple tabs to run several functions within Clicktools simultaneously.
Easier/more intuitive graphics uploading.
Run reports based on a certain factor (i.e. if there is a particular product we continuously run reports on, I would like to see a chart comparison of how that products scores have varied over time).

Likelihood to Recommend

Clicktools works great for gathering results from our customers attending product training. I can't think of a time I have wanted to take survey results and it has not been an appropriate tool.

Lauren Maunder

Sr. Training Operations Specialist in Corporate at Salesforce (10,001+ employees)

Vetted Review

4 years of experience

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Clicktools - Clicks not Code

Rating: 10 out of 10

Incentivized

December 11, 2015

Use Cases and Deployment Scope

Clicktools is used by our customer support department to send satisfaction surveys to our customers at the close of a support ticket. It is used by our professional services department to gauge customer satisfaction upon project completion/end of service engagement. Our training and education group sends feedback surveys to students at the end of all training classes. Our internal IT department uses it to gauge user satisfaction when a technical support ticket is closed.

Pros

Integration with salesforce.com.
Ability to build and link/map surveys quickly.
Templating. Branding our surveys is important.
The ability to review and analyze survey data within the console.

Cons

Menu navigation can be confusing at times. e.g., when you select a survey, to get back to survey list I usually reload the console.
Initially had some issues with mapping of numeric results e.g., 1 - 5. Had to create formula to map back, seemed cumbersome.
Limits on surveys is based on questions on survey not on survey. We do not save any of the results in Clicktools. After integration we delete them to stay under limit.

Likelihood to Recommend

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.

Verified User

Team Lead in Information Technology (201-500 employees)

Vetted Review

4 years of experience

Well worth using Clicktools!

Rating: 9 out of 10

Incentivized

December 11, 2015

Use Cases and Deployment Scope

Clicktools is being used for:

Post support issue (closed-case) follow-up.
Tracking C-Sat and ways to improve our service.

Pros

Initial kickoff
integration with Salesforce
Customer Support

Cons

Interface for building the survey and going back to modify it was a bit daunting for a very inexperienced user; I thought it could be made less complex (note, I did not do all of the training, so perhaps that is the problem).

Likelihood to Recommend

Clicktools runs really well once set up - reliable, no issues, and we have it sending data back to Salesforce so the survey responses get linked back to the case (and therefore the rep) which initiated the survey.

Richard Reiter

Director Technical Support in Engineering at ERT (previously PHT Corporation) (1001-5000 employees)

Vetted Review

1 year of experience

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Engaging Surveys, and a Direct Salesforce Integration? Yes Please!

Rating: 9 out of 10

Incentivized

December 11, 2015

Use Cases and Deployment Scope

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.

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.

Likelihood to Recommend

Clicktools is well suited because of its ease of use. Users can get a survey set up in minutes, and once you have a custom object in Salesforce to post the data to you're in business. I see Clicktools as key to measuring our customers' health and satisfaction with our product.

James Valent

Support Director in Customer Service at MindTouch (51-200 employees)

Vetted Review

2 years of experience

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Best survey app integrated with Salesforce

Rating: 7 out of 10

Incentivized

December 10, 2015

Use Cases and Deployment Scope

Clicktools is used across the whole organization to collect our clients and other stakeholders' feedback on our services, conduct internal staff surveys, and gather benchmarking data in the sector that we operate in.

Pros

Integration with Salesforce: it is critical to us as we use Salesforce, and a lot of record management is automated thanks to great Clicktools integration with Salesforce.
Responsiveness of technical support: a lot of program staff across our organization use Clicktools every day, so having a quick response time to troubleshoot arising issues is important.
User-friendly interface: Clicktools improved their interface to make it more user-friendly which improves efficiency.

Cons

Better integration with Salesforce: Having the software open the last point where a user left off can further improve time efficiency. We land on Clicktools' page from our Salesforce accounts, so Clicktools has a shorter memory span than Salesforce. It frequently requires users to log in if they stepped away for a few minutes. So to get where one left off, he/she needs to log into Salesforce, select the Clicktools app in the drop-down in the upper right corner, click on Clicktools tab in the top navigation bar, click on CallidusCloud logo and only from there find the most recent survey. It would be nice if the path was shorter.
Th data import feature stopped working after the most recent round of upgrades. We often do benchmarking and need to merge surveys done by partners using other applications. We used to be able to upload our own historic or third party data for a quick merge of survey results into Clicktools to run an automatic report. Now we cannot do it even with the survey results downloaded for archival purposes from Clicktools itself in the import format. It has been months since I have raised this case and still no resolution.
It would be nice to have some basic qualitative data visualization in the automatic report, even things like word maps will be helpful or color coding for positive/negative sentiments.
Sharing a link to live survey results with third parties will also be a very helpful feature. We work with multiple stakeholders and having them able to view the automatic visualization of the survey responses that they themselves or their staff have just completed without one of my staff having to download a report (which requires multiple steps and is a snapshot of results at that time only) [would be nice].
It would also help to be able to download all response sets as they are without aggregation and without opening/downloading each survey response separately.
It would be nice to be able to protect an individual survey. Currently all user permissions are set at the license level and they can have different visibility of folders, but there is no way to limit rights to particular surveys.

Likelihood to Recommend

Integration with Salesforce, cost, ability to accept historic data, user-friendliness, report automation and technical support have been decision factors for us. There are plenty of cheaper alternatives. However, they do not have a comparable Salesforce integration, which was key.

Verified User

Director (11-50 employees)

Vetted Review

3 years of experience

If you use Salesforce, you must consider Clicktools for all types of surveys

Rating: 10 out of 10

Incentivized

December 7, 2015

Use Cases and Deployment Scope

Clicktools is being used by marketing on behalf of the organization. We use Clicktools for gathering customer satisfaction.

Pros

Easy set up of surveys.
Using lists as an answer choice.
Question conditions are easy to use.

Cons

I once tried to include a question for the customer to choose their state and there is a limit for number of answers provided (it's 50) I wanted to add Hawaii and PR but couldn't.
If an answer has more that 20 or so lines, the pdf report doesn't load correctly.

Likelihood to Recommend

We use Salesforce and Clicktools is the best survey tool out there that works well with it.

Verified User

Account Manager in Marketing (1001-5000 employees)

Vetted Review

2 years of experience

Salesforce Automation!

Rating: 10 out of 10

Incentivized

December 7, 2015

Use Cases and Deployment Scope

I use Clicktools to run my business. I recruit participants for paid use research. I use surveys to help me screen and select candidates. I also have it tied to my Salesforce database to add records.

Pros

Phone and chat support is amazing!
Easy to use.
Links to Salesforce.

Cons

Adding email marketing features would be great. I use Vertical Response right now for this.
Sometimes the phone line for support is down.....make sure it is up!
Renewal specials.

Likelihood to Recommend

For user research recruiting, it is great. I chose Clicktools because of the Salesforce automation primarily.

Kimberly Devane

Founder & Managing Director at Entrust Research & Recruiting, LLC (1-10 employees)

Vetted Review

2 years of experience

View profile

ClickTools + Salesforce = :-)

Rating: 7 out of 10

Incentivized

December 5, 2015

Use Cases and Deployment Scope

Clicktools is utilized as an app within our Salesforce.com org and is being used by marketing, customer satisfaction, sales, professional services and training.

We have used Clicktools for the past three years for our net promoter score (NPS) surveying of our two principle products. We used the custom Report Card object to push survey results from Clicktools to SFDC contacts and accounts. To increase survey response, we also use telemarketing agents who use our SFDC platform and have custom links that launch personalized survey pages, which agents complete on the calls in real-time.

We also have SFDC workflows for automated, personalized 30-day checkpoint surveys for product users that are flagged by our professional services staff.

Pros

Powerful features for most every survey project. Question types, styles, formats, branching can do everything that has been asked by survey designers.
SFDC integration is very deep. Complex, but once created works reliably.

Cons

#1 is the ease of use, which has improved in the past year.
Better reporting and analytics. We rely on SFDC reports and dashboards to present our data to customers.

Likelihood to Recommend

My primary question is what the colleague's company needs are. For simple applications that don't require integrations with CRM or other apps, there are probably less expensive options.

Gary Fusco

Marketing Operations Manager in Marketing at Recommind (201-500 employees)

Vetted Review

3 years of experience

View profile

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Best survey app integrated with Salesforce

Rating: 7 out of 10

Incentivized

December 10, 2015

Use Cases and Deployment Scope

Pros

Integration with Salesforce: it is critical to us as we use Salesforce, and a lot of record management is automated thanks to great Clicktools integration with Salesforce.
Responsiveness of technical support: a lot of program staff across our organization use Clicktools every day, so having a quick response time to troubleshoot arising issues is important.
User-friendly interface: Clicktools improved their interface to make it more user-friendly which improves efficiency.

Cons

Better integration with Salesforce: Having the software open the last point where a user left off can further improve time efficiency. We land on Clicktools' page from our Salesforce accounts, so Clicktools has a shorter memory span than Salesforce. It frequently requires users to log in if they stepped away for a few minutes. So to get where one left off, he/she needs to log into Salesforce, select the Clicktools app in the drop-down in the upper right corner, click on Clicktools tab in the top navigation bar, click on CallidusCloud logo and only from there find the most recent survey. It would be nice if the path was shorter.
Th data import feature stopped working after the most recent round of upgrades. We often do benchmarking and need to merge surveys done by partners using other applications. We used to be able to upload our own historic or third party data for a quick merge of survey results into Clicktools to run an automatic report. Now we cannot do it even with the survey results downloaded for archival purposes from Clicktools itself in the import format. It has been months since I have raised this case and still no resolution.
It would be nice to have some basic qualitative data visualization in the automatic report, even things like word maps will be helpful or color coding for positive/negative sentiments.
Sharing a link to live survey results with third parties will also be a very helpful feature. We work with multiple stakeholders and having them able to view the automatic visualization of the survey responses that they themselves or their staff have just completed without one of my staff having to download a report (which requires multiple steps and is a snapshot of results at that time only) [would be nice].
It would also help to be able to download all response sets as they are without aggregation and without opening/downloading each survey response separately.
It would be nice to be able to protect an individual survey. Currently all user permissions are set at the license level and they can have different visibility of folders, but there is no way to limit rights to particular surveys.

Likelihood to Recommend

Verified User

Director (11-50 employees)

Vetted Review

3 years of experience