How Clicktools is used

Clicktools is used through the customer journey to collect information & insight to improve your customers' experience.

Buying a product or service is a journey. During the journey, a customer's experience of your organization will determine whether that customer continues along the journey with you or defects to a competitor.

At points along the journey you will want to collect information and gain insight to your performance.

The information and insight collected will change depending upon the events and activities that take place.

This information and insight helps to create a 360 degree view of the customer and drive operational improvements which lead to a better customer experience. The better the customer experience the more likely the customer is to complete the journey (again and again!) and recommend you to their friends and colleagues.

So how does Clicktools help?

Clicktools helps you to collect the information and insight you need during a customer's journey and puts the information directly in to your CRM.

For example, at the start of the journey, Clicktools is used for website effectiveness surveys, capture details in web2lead forms or campaign landing pages.

Then, as the customer shows more interest Clicktools is used for in and outbound call scripting for sales teams, progressive profiling of prospects and, from an insight perspective, to implement win/loss surveys.

Once someone is a customer, Clicktools can help with scripts for call centers and closed case surveys as well as supporting on-going campaigns and relationship surveys such as Customer satisfaction.

Clicktools is built to do all of these things and more. We have highlighted some of the most common uses on the website but we, along with our customers, are constantly finding more and more uses throughout the customer journey.

At the very least, Clicktools will improve customer experience by automating a simple form or gathering insight from one key moment of truth. When used to its full potential Clicktools can generate hundreds of thousands of dollars worth of savings and improvements.