Clicktools vs. InMoment XI Platform

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

InMoment VOC is well suited for any hospitality-based company that is guest-centric. It's like receiving a report card every day with info about what we are doing well and where we need to improve. I like how we were able to customize so many things like how often our managers receive emails and how organized guest recovery is now. I don't care for the reply templates. I don't like the idea of a guest feeling the reply is robotic in any way. Especially, if the guest reaches out more than once and the team uses the template provided in the system again. I think it takes away from the sincerity of the managers' response.

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

• Houses all of our information in one convenient location that everyone at any time can access
• Praise and coach our employees on customer service
• Problem solve using the reporting tools such as add criterion to narrow down on specific points of interest. I love how detailed the reports can be, it really takes the guess work out of problem solving

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.

• Difficult to extract old data.
• UI could be improved.
• More filters should be applied to track data

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.

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

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

• 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

• Helped us improve product quality by 3%
• Improve speed of service by 13%
• Gain more customer insights with less manpower.

Incentivized