Wonder how we can keep so many apps up to date with our customer data? If you think I’m asking our dev team to implement a new tracking for each app, you’re wrong. Segment is our single hub for all tracking data. If you don’t have that, and you’re a marketer, stop what you are doing, and try it out.
We’re now on Amplitude, and so far, so good. There’s a lot of flexibility with what you can analyze. Speed is the big differentiator; it’s super fast for queries and results. And it’s super cheap. It’s a very good match for us.
Slack is our go-to communication tool. We use it for everything from company teams to customer service to Mention-wide chat and more.
We have started using Hackpad for documentation, and it works well for internal knowledge management. We needed to develop a process for sharing information because we have too much data.
We’re very pleased that Help Scout finally released a mobile app in 2016. And it’s great! It’s very easy to use, and is a great fit for us. And Help Scout is very affordable, especially compared to Zendesk.
SatisMeter is a customer feedback tool based on Net Promoter Score, via in-app or email surveys. Measuring the satisfaction of our users is crucial in SaaS marketing, as it both allows you to understand if you’re successful in keeping your customers happy, and also to gather invaluable feedback from your customers.
Chatlio is a live chat service, enabling us to talk to our customers on some specific pages of our site directly from Slack. We chose Chatlio because it has a direct integration with our current internal communication tool (Slack), and also with Segment, where we centralize all of our analytics data. I cannot stress enough how much bringing live chat to Slack is a game-changer. It means not having to open a browser tab, wait for the app to load and hope the person on the other side is still there waiting for you. With Chatlio, anyone on my team can hop on and answer a customer question, which means we can send someone from customer support to sales in seconds, without interruption. It’s the ultimate collaborative support tool, and I like that it also offers a strategy to handle the chat when the team is out of office.
Aircall allows us to buy local phone numbers, so we can have phone numbers in the U.S., South America, etc., as well as France. It’s super simple to use!
Salesmachine is a competitor to Totango. We’re in the beginning stages of using it, so I can’t say much about our experience, but it looks very promising.
Buffer is the ultimate tool for scheduling social media posts. It’s a great time-saver as you come across high-quality content to share with your audience spread over the day or week. The same goes for when you publish a blog post and want to schedule promotional posts throughout the following week.
We use Mention! On top of doing social media management, and being able to react when you're mentioned online, Mention is a great way to get the pulse of your brand, as well as the pulse of your competitors, on the web. You can also see what’s working, or not working, for your brand. It’s a must-have solution.