Clicktools vs. Medallia

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

Any customer service industry would benefit from implementing Medallia. This is your one-stop-shop for everything surveying and data analytics. I have personally seen this successfully implemented in both software companies and retail. Medallia offers multiple integration options to create connected applications in your business. This is designed as an enterprise solution, smaller businesses may find it difficult to justify the cost.

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

• It provides a rating for customers to rank how satisfied or not satisfied they are with the service.
• As an Account Manager, this is a helpful tool to hear customers' experiences and feedback.
• It helps us manage our next steps because the tools also provide options to note the action taken and if the issue has been resolved or not.

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.

• Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
• Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.

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

Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.

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

Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs

Incentivized

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

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

We are also using Salesforce.com for our customers/clients' records, usage, cases, and such. Like Medallia, we are using Salesforce.com to understand the different account usage based on the services we provide. With the data provided by Salesforce.com, we would understand where we are lacking, which parts we are strong in, and which part of the service needs improvement. All in all, both products are very helpful and, [conveniently,] both are integrated into one another.

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

• It does play a big role when we are running a referral campaign. Referral greatly affects sales and retention since customers are bringing in new clients/customers.
• It helps our organization keep track of the accounts that are most likely to churn by checking their feedback and knowing how we can improve our service.

Incentivized