How to Optimize a Single Survey across Multiple Devices
Have you checked out the latest Clicktools release (September 2015)? It’s seriously cool, so please take a look, if you haven’t played with it yet. First and foremost, it allows you to optimize your surveys across multiple devices. We call this groundbreaking capability “Device Conditions” because it enables survey content to adapt to the recipient’s viewing environment (i.e. desktop or mobile). This completely eliminates the need to create multiple surveys to collect feedback from customers depending on what device you think they’re using. A real time-saver indeed!
As you know, collecting feedback has become more challenging in the past years because we all must consider and accommodate a variety of devices to engage recipients and keep response rates high. Mobile devices themselves range in screen formats, making simple responsive design inadequate. Plus, with significant differences between mobile phones, smartphones, and tablets, some survey question types work well on desktops but not on mobile devices. The device the customer uses changes their propensity to give different types of feedback, which in turn calls for device-specific question sets.
That’s exactly what makes our latest release so exciting! The Clicktools solution now acknowledges these challenges and meets customer experience expectations for sharing feedback and other information.
Rather than following a “mobile first” method, we developed a strategy we call “device first.” This strategy recognizes that companies need to provide rich branding, experience design, and functionality across all devices to deliver optimal customer experience. True customer focus means offering channel choice for customers, not pushing them to the latest or even the most-used device.
As a reminder, this release of Clicktools also included improved charting, enhancements to the SMS and IVR capabilities, and a new interface that offers an improved user experience through better menu structures, natural process navigation, and the introduction of wizards for complex tasks. So go check it out >>