Clicktools vs. Typeform

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

Typeform is definitely a leader in the online survey space and that's for a reason. Between logic mapping and the ease of use for the end user, it's a solid app. The unfortunate thing, however, is the price tag--particularly considering the protection you receive from bots. Typeform only allows a certain number of responses at certain package levels, ie: the lowest level, you get a very limited number of responses but in order to receive more responses before your survey is locked, you must upgrade. This is what ultimately lead us to cancel with them. When you post a survey on Typeform, that survey is automatically posted publicly on their website--making it widely available to bots. Typeform offers no easy form of protection like a standardized captcha that you can add to the survey in order to filter bots out. Instead, there are several "work arounds" that they advise users to do that have very limited degrees of success. A quick online search shows that Typeform knows this is clearly an issue, yet they have yet to build in a bot-prevention feature. Since their plan prices vary by number of responses, it seems that they have no incentive to limit the amount of bots filling out surveys I believe. Ultimately, we canceled because, although the app is powerful, it just seemed like their business practices were unethical in my opinion.

• 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

• Working in Typeform is automatic and intuitive. It's easy to find the surveys we're looking for and to manage or edit them (duplicating, creating, removing surveys, as well as putting them in folders). I didn't have to "learn" how to use it; when creating a new survey, the app just flows in a way that you know what the next step is and how to get there. The appearance of the app is clean and beautiful, without losing the details you need to customize.
• Like I said above, while Typeform is simple and automatic, it doesn't skimp out on all the customization and tweaks you need to create a fitting survey for your exact use case. They have a wide selection of custom questions you can ask in your survey (from a simple 'Yes/No' to an 'Opinion Scale' to even payment collection) and many different settings for those questions (make it required, add a description/image/video, etc.).
• You can also customize the look and feel of each individual Typeform, and save each appearance as a template setting to use again! This has really helped us make Typeform our own by adding our own branding to it.
• Typeform makes it so easy for users to respond to surveys. They have a clean, beautiful experience that flows and no one has issues submitting responses. Typeform has an Intercom integration, which is perfect as we use Intercom with our customers, so it's easy to just issue a Typeform survey with our in-app chat to get quick and numerous responses.

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.

• Greater form customization, though I understand that by giving users more control, that might impede overall intuitiveness from a respondent's standpoint.
• Better reporting and data export.
• Logic jump is great, but the way it's designed could be clearer—I wish there was a way to see an indent of the questions that would only be asked under certain conditions within the preview itself, not just the form map.

Incentivized

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.

We have had such success with Typeform, and it has been able to exceed our expectations for the range of products it offers

Incentivized

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

Typeform takes a little bit of getting used to. Compared to Google Forms there are a lot more parts to the software and customizing the form isn't as intuitive. I have also found that embedding it into one smaller section of a webpage seamlessly can be a little tricky. But everything can be figured out eventually and the analytics are very good.

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

I haven't used the support portion of Typeform, as everything was quite easy to use. I have never encountered a situation where I did not know what to do or how to fix something myself. Typeform is very easy to adopt within any organization, no matter if you understand tech or not.

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

Google Forms is really useful for creating basic forms when you don't want to pay to create them. I have found Typeform to be much easier to use than Google Forms, and more user-friendly, even in the basic plan. That was enough to get me to switch to Typeform before we even looked at upgrading to the pro plan. Now, we have features that I don't think are available on Google Forms.

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

• Typeform has played a major role in allowing us to fully automate our training intake process for more organized training request management that leads into our project management workflow.
• Typeform has allowed us to rapidly develop solutions using online forms for feedback, product quizzes, and registrations.
• Typeform's low cost means that it pays for itself after a single project each year. No question about renewing each year.