We make heavy use of integrations with Slack. We have an activity channel that shows a live stream of Zendesk customer issues and GitHub commits. It gives us a place to go for a quick glance to see trends. We can also see any Tweets that mention us. We also have a cancellations channel to track churn. If someone pauses or cancels with us, that information goes to this channel, along with why they’re pausing or canceling, and any feedback from them. We have a competitor info channel, which shows articles or PR about the industry. And we have a customer feedback channel. We have channels for every department. There haven’t been any cons so far; it’s really excellent. We were on the free tier, and upgraded to the paid version to get access to the search feature. It’s been totally worth it.
Zendesk is our primary customer service platform. We also tried Freshdesk, but chose Zendesk because it’s the more mature product. They have the highest number of 3rd-party integrations.
We have Intercom integrated into our web app, and it’s easy to have it cleanly integrated.
We also use SendGrid for transactional emails, with people who are already our customers. It is excellent for transactional emails.
We use AutoPilot the most (followed by HubSpot, and then MailChimp and SendGrid). We use it to communicate with potential customers who sign up and ask for more info. A big pro is that it’s fairly cheap. It’s really good for building an email marketing template and sending that out.
MailChimp is great for communicating with people who are already our customers. It moves in conjunction with Zapier. We’ve been able to automate a combination of transactional and drip emails with our existing customers
We use an outsourced accounting firm that uses QuickBooks Online. The big pro is that it’s the industry standard. Our accounting firm uses it because it’s a clean way to do it. Some of the cons are that it doesn’t have the Web 2.0 integrations that newer services have. And it has a pretty complex user interface that can be quite unwieldy for an uninitiated person who tries to go in and extract data.
TriNet has been great. They’re very hands-on, and they take care of everything for us. It’s more expensive than other more DIY options, like Zenefits, but our company size was large enough to opt in to paying more for a service like TriNet. We did everything ourselves in the past, but there came a time when it made sense to move over to TriNet.
Our operations department uses Trello for certain tasks.
Aha! Ideas is great for collecting ideas for new features.
Google Docs is used by everyone. It’s one of the two company-wide tool sets we use: Google Docs and Slack. Everything is in there.
We used Buffer in the past, but there was a pivot in our company: We stopped offering social media management services, so it didn’t make sense for us to stay on Buffer. We’re now using Hootsuite, and we’re happy with it.