We really appreciate Salesforce’s scalability and flexibility. Salesforce is really customizable, and it’s customizable without requiring too much ingrained knowledge. It is a large and well thought out platform that has a lot of interconnectivity. There is a lot to know when you get to a certain point. It becomes a system that needs some dedicated attention, not secondary usage.
We’ve been using Zendesk for a long time. It was good. We’re able to grow with it. We have two products, and we eventually had to expand and had to have 2 dedicated support sites. Zendesk has grown too, and their product has evolved. We’re starting to take advantage of that.
Slack is a very good tool. It has cut down on internal emails. It’s just cleaner. We used to have another chat tool, but we would also send internal emails. It was difficult managing two communication tools. We’ve made the push for everyone to communicate using Slack’s channels and direct messaging. It’s been better than what we were doing before.