Websites using Clicktools

Okay, let s break down Clicktools (now Medallia Surveys) with a focus on its overview, revenue (though tricky to pinpoint precisely), alternatives, pricing considerations, and customer care information.

Overview: Clicktools/Medallia Surveys

• What it is: Clicktools (acquired by Medallia in 2018) is a survey platform designed primarily for enterprise-level customer experience (CX) and employee experience (EX) management. It s now deeply integrated into the Medallia Experience Cloud. Originally, Clicktools was known for its tight integration with Salesforce, enabling users to trigger surveys based on Salesforce events and push survey data back into Salesforce for a 360-degree view of the customer. Medallia Surveys (formerly Clicktools) is part of the broader Medallia suite, offering more comprehensive CX solutions.

• Key Features:

  • Survey Design: Advanced survey creation with branching logic, skip patterns, various question types (NPS, CSAT, CES, etc.), and branding options.
  • Salesforce Integration: A core strength – seamless integration for triggering surveys from Salesforce and mapping survey responses to Salesforce objects (Contacts, Accounts, Opportunities, etc.).
  • Multi-Channel Distribution: Surveys can be distributed via email, SMS, web links, in-app, and other channels.
  • Real-time Reporting & Analytics: Dashboards, reports, and text analytics to identify trends, sentiment, and areas for improvement.
  • Automation: Automated workflows based on survey responses to trigger actions (e.g., creating support tickets, alerting managers).
  • Role-Based Access Control: Secure user permissions and roles for data access and survey management.
  • Mobile-Friendly: Surveys are designed to be responsive and work well on mobile devices.
  • Integration Ecosystem: Integrates not only with Salesforce but also with other business systems (CRM, marketing automation, etc.) through APIs and pre-built connectors.
  • Text Analytics/Sentiment Analysis: Analyzes open-ended survey responses to understand customer sentiment and identify key themes.

• Target Audience: Large enterprises, particularly those already using Salesforce and seeking to improve customer and employee experiences. Industries served include: retail, financial services, healthcare, hospitality, and technology.

Revenue:

• The Challenge: Since Clicktools was acquired by Medallia, its revenue is no longer reported separately. It s folded into Medallia s overall revenue.

• Medallia s Revenue (Estimates): Medallia is a privately held company, so precise revenue figures aren t publicly available. However, industry estimates suggest Medallia generates hundreds of millions of dollars in annual revenue. You ll likely find ranges from $300 million to $500 million or higher, but treat these as approximations.

Alternatives:

Here s a breakdown of alternatives, categorized by scale and feature set:

• Enterprise-Grade (Similar Scope to Medallia/Clicktools):

  • Qualtrics: A comprehensive experience management platform with powerful survey capabilities, analytics, and action planning features. Strong competitor.
  • SurveyMonkey Enterprise: While SurveyMonkey is known for its simpler tools, their Enterprise offering provides more robust features, security, and integrations. It lacks some of the advanced CX orchestration capabilities of Medallia/Qualtrics.
  • InMoment: Focuses on integrated CX solutions, including surveys, social listening, and data analytics.
  • Confirmit: (Now part of Forsta) - Another enterprise platform for CX, employee engagement, and market research.
  • Forsta: Combines Confirmit and FocusVision, offering a comprehensive view of the customer journey.

• Mid-Market/SMB Options (More Focused on Surveys):

  • SurveySparrow: Known for its conversational surveys and focus on mobile experience.
  • Typeform: Emphasizes visually appealing and engaging surveys.
  • Alchemer (formerly SurveyGizmo): A flexible survey platform with good reporting capabilities.
  • Zoho Survey: Part of the Zoho suite, offering a cost-effective option for businesses already using Zoho products.
  • Google Forms: A basic, free option suitable for simple surveys.

• Salesforce-Focused Alternatives:

  • GetFeedback (by Momentive - SurveyMonkey s parent company): Specifically designed for Salesforce, similar to the original Clicktools focus.
  • AskNicely: Focuses on NPS and customer feedback, with tight Salesforce integration.

Pricing:

• No Public Pricing: Medallia (and therefore Medallia Surveys/Clicktools) does not publish pricing information.
• Subscription-Based: Expect a subscription-based model, typically annual contracts.
• Factors Influencing Price:
  • Number of Users: Pricing will depend on how many users need access to the platform.
  • Survey Volume: The number of surveys you plan to send.
  • Features: The specific features you need (e.g., text analytics, integrations).
  • Support Level: The level of support and training required.
• Request a Demo/Quote: You ll need to contact Medallia directly to get a custom quote based on your specific requirements. Be prepared to discuss your needs in detail. Enterprise platforms are almost always priced on a bespoke basis.

Customer Care:

• Enterprise-Level Support: Medallia provides enterprise-level support, which typically includes:
  • Dedicated Account Manager: For larger clients.
  • Technical Support: Via phone, email, and online knowledge base.
  • Training and Onboarding: To help users get up to speed with the platform.
  • Professional Services: Consulting services to help design and implement CX programs.
• Self-Service Resources: Medallia has a knowledge base, documentation, and online community.
• Response Times: Expect faster response times and higher levels of support compared to smaller survey platforms. Enterprise clients often have SLAs (Service Level Agreements) guaranteeing specific response times.

Key Considerations When Evaluating Medallia Surveys (formerly Clicktools):

• Salesforce Integration: If you re heavily invested in Salesforce, the Medallia Surveys integration remains a strong selling point.
• Enterprise Needs: It s best suited for large organizations with complex CX requirements.
• Budget: Be prepared for a significant investment. Medallia is generally positioned at the higher end of the pricing spectrum.
• Integration with Existing Systems: Consider how well it integrates with your other business systems.
• Reporting and Analytics: Evaluate the reporting and analytics capabilities to ensure they meet your needs.
• Scalability: The platform should be able to scale as your business grows.

To get the most up-to-date and accurate information, it s always best to visit the Medallia website and contact their sales team directly. Good luck with your research!