Intercom gives us an easy way to see usage. We’re a SaaS company, so we don’t have direct contact with all our customers. But we can use Intercom to see which features are most popular, how users are using the system, and find out who our avid users are, versus users that are slipping away.
We recently switched from Insightly to Base. We wanted to switch for 2 main reasons. The first reason is that their integrations and API are strong, stable, and mature. We wanted something that would integrate with our product, and with Base, we can push directly from our product to Base. The second reason is that their interface for managing pipelines is clean and strong, which we like.
We like using Slack. We have group chats and different channels set up by subject. We also have integrations set up with customer support ticketing, dev ops, etc. We have alerts set up in Slack, so if something happens, the alerts show up in Slack, and are pushed to the appropriate team members’ cell phones as well.
We use Mandrill (by MailChimp) for transactional emails. We like it because it’s part of MailChimp, which we already use for email marketing. It’s fairly basic in the way it manages reports and stats, and integrations are non-existent, which can all be challenging. But, even with these limitations, it is comfortable for us to use.
Intercom is great for in-app messaging. It’s very good for reacting to the in-app actions our users take, like signups, without needing to code responses like you do in other tools. One downside is that it’s pretty heavily branded, so your messages have a different look and feel, and you need API integration in order to do plain-text email. It’s a minor limitation, but a limitation nonetheless.
I like Google Drive because it’s very straightforward. We use Google Apps, so Google Drive was a natural choice. We use docs and spreadsheets by Google whenever we can because collaboration and versioning is already backed in. The only thing that bothers me is that if you share a file outside of your company, the person receiving the file has to have a Google account to view it, and this is not the case with other tools, like Dropbox.
We also use a local company called 6Knots, and I would highly recommend them. They’re HR for hire; they do everything for you from recruiting management to headhunting, to LinkedIn research, and interviews.
Confluence is what we use as a wiki module for documentation.
We use JIRA for managing projects, and we like it. It’s very technical in nature, and definitely not flashy. It’s not the most beautiful platform, but the bottom line is that it offers everything other tools offer, and more. If you can ignore the aesthetics, which we have, it’s a formidable tool. We’ve also integrated JIRA with Zendesk, which has been great for our team. We use JIRA’s agile dashboard to manage our sprints and provide our team with a current scrum view.