We’ve been using Google Analytics for a long time. We’re a pretty nerdy bunch here, so the fact that it’s full of numbers and stats is a good thing. You can get your pretty pie charts elsewhere, but we’re happier looking at the raw numbers.
Salesforce has an OnSIP plugin, so you have your phone inside your Salesforce browser! You can do things like click-to-call, so that when you click on a phone number, it’s calling through the app; you never have to leave the page. You can also use this integration with your desk phone. If you use Salesforce with a desk phone, you click the number, and your desk phone will ring. If you use the plugin with the integrated app, information like call date and time get tracked; it’s all very tightly integrated.
There are really only 2 or 3 tools that the entire company uses every day, and Slack would be the big one. Slack has created a cool paradigm shift on instant messaging, and it’s interesting the way they’ve put it together, and integrated with other applications. The way that the channels can be easily created, dismantled, or archived, allows for a really flexible workflow.
We use our OnSIP application for video and audio calls. We definitely eat our own dog food! We use it for extension dialing, video calls, and conference calls, and it’s something we’ve come to rely on. You can keep track of all calls, no matter the team you’re on; you can see when customers are waiting in support queues, and you can see if a colleague is already on a call. We use it on all of our teams, and we have 48,000 customers using us! But you can’t be all things to all people, which we understand and embrace, which is why we use Slack for chat and OnSIP for video calling.
The entire company uses Google Apps every day, especially Gmail, Google Docs, and Google Calendar.
Authorize.Net has been very robust for us. Do we end up getting money at end of the day/week/month? Yes. We don’t do batch processing or end of month processing - everything is in real-time as it happens. It’s very rare we have any issues with Authorize.Net.
We had started doing tech support via Salesforce, but Zendesk changed the paradigm. The email is the ticket, and the response is the email; everything flows more naturally. We use Zendesk for email, chat, and our knowledge base. This allows our customers to connect to us in the way that’s most convenient for them.
We use Zendesk with our OnSIP Call Assistant for Google Chrome. With this OnSIP Chrome extension, a call comes in and a Zendesk ticket is automatically created. At the end of the call, OnSIP stamps the ticket with the duration of the call. We switched technologies a little while ago on the plugin, and during the week that it was down, it was torture. That’s when you know you really depend on something!
We use HubSpot for marketing automation, and it’s integrated with our hosted web content. When people ask for a VoIP test or download one of our resources, the form submission details get recorded in HubSpot and are immediately synced with our Salesforce CRM. The entire company is also HubSpot Inbound certified!
We use QuickBooks Online for bookkeeping and reporting. It was easy to get up to speed, and their reporting center is great. I see those reports at the end of every month/quarter/year, and they’re always easy to read. They’re very helpful for making business decisions.
We use FreshBooks for customer invoicing. You can easily create nice, professional-looking invoices. Once payments come in, it’s easy to track payments and what’s still outstanding, all in FreshBooks.
Our HR administrators manage our benefits through a reseller.
We started using Confluence at the end of last year, and it’s our internal company portal now. Everyone has access to it, and while there’s certainly HR information in there (e.g. holidays, benefits, employee manual), it also has all of our behind-the-scenes tech info too (e.g. who to call in an outage, who to go to for specific issues).
When we’ve posted on LinkedIn, it’s been pretty good. We still try to mostly recruit via word-of-mouth and friend-to-friend referrals, but using LinkedIn has been going pretty well. But the most hiring we do is for software developers straight out of college, and we do that at career day and fairs.
We use join.me for screensharing for our twice weekly “Getting Started” webinar.
I really like Shoeboxed for expense tracking. I take a picture of a receipt and I’m done!
We use PandaDoc for sales proposal and quote tracking. Instead of creating a quote, turning it into a PDF, and then sending it off, PandaDoc immediately creates a shareable document after I upload it. It also tells you when someone has opened a particular document, and even a particular page, along with how long someone spent reading that page. PandaDoc also allows the recipient to sign the document at the end.
For engineering, we use GitHub for configuration management and deployment.
Mojo Marketing has really refined our PR process. They moderate Blabs (online webinars) with me, as well as take care of my Twitter account and speaking opportunities.
Paychex has gotten a lot better over the years; we’ve been using them for more than 10 years. Their UI and accuracy have improved, and their reports center is helpful. But it’s still clunky and unintuitive. When you need to make changes or updates, you need a lot of help from their customer service reps. But important questions are: is it accurate, and do people get paid? The answer has always been yes with them.
The engineering team uses Pivotal Tracker for sprint planning. They also happen to be one of our customers! We do agile development and Pivotal Tracker is great if you use the scrum methodology; it works well for us.
We use Lighthouse in addition to Pivotal Tracker on the development side of the house. Where Pivotal Tracker is used for agile development and user stories, Lighthouse allows us to do issues tracking and ticket management.
The cool thing about Basecamp is that they’re our customer! But we would use them regardless – it’s really been a tried and true tool for us over the years. We’ve used them since their inception, mostly on the marketing side of the house.