Engaging Surveys, and a Direct Salesforce Integration? Yes Please!
Rating: 9 out of 10
IncentivizedUse 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.
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.