We’ve had a lot of people asking for lists of tools from our panelists. Here are the ones that they’ve provided us with. We’ll be adding an open discussion on the Customer Success x Customer Support Slack shortly!
| Roxanne Barrett Customer Care team lead at Formlabs |
Formlabs is a 3D printer manufacturing company based in Somerville. Formlabs Customer Care is a small, highly responsive team that handles all incoming inquiries, from standard e-commerce questions such as “Where’s my order?” to in-depth hardware technical support. Roxanne comes from a 3D graphics and online retail background, and is passionate about creating a friendly, educational environment that empowers users to use our products successfully. |
| Tool | Company | Description |
| Zendesk | Zendesk | Customer support management. |
| Asana | Asana | Project management. |
| JIRA | Atlassian | Issue tracking. |
| Magento | Magento | E-commerce platform. |
| Google Sheets | Email, spreadsheets and information management. |
| Mike Connell Manager of the Strategic Accounts team at Datadog |
Before becoming Datadog’s first Customer Success Manager, Mike worked in new business sales selling security and marketing analytics software. Mike developed a passion for building longterm relationships with customers and learning what it takes to make them successful. Currently, Mike manage the Strategic Account Management side of our Customer Success team, helping onboard, train, and grow their largest customers. |
| Tool | Company | Description |
| Salesforce | Salesforce | Sales management. |
| Looker | Looker | Business and data analytics. |
| Pattern | Pattern | |
| Owler | Owler | Business information and alerts. |
| Feedly | Feedly | News aggregator. |
| Crystal Knows | Crystal Knows | Customer personality platform. |
| Sebastian Fritz Services lead at Formlabs |
Sebastian leads Formlabs Services, a new department which includes Customer Care, Customer Success, Pro Services, Partners, and Logistics. He is currently busy structuring Formlabs Services to foster team work, creativity, and making customers as successful as possible. Prior to joining Formlabs about 2 years ago, Sebastian worked as a management consultant traveling the country and helping client with supply chain and operations related issues. |
| Tool | Company | Description |
| Zendesk | Zendesk | Customer support management. |
| Asana | Asana | Project management. |
| Slack | Slack | Team Communication. |
| JIRA | Atlassian | Issue tracking. |
| Google Sheets | Email, spreadsheets and information management. |
| Julie Hayes, Customer Success Manager at Evergage | She specializes in SaaS and Demand Generation clients, identifying best practices, optimizing processes and personalization strategies in linking external marketing sites and internal applications. She fosters and upholds an innovative and collaborative work environment dedicated to providing the highest quality service and the most value for Evergage customers. Before her work day, you’ll find Julie at spin class and after work, drinking wine with her fiance and 20 year old cat, Russell. |
| Tool | Company | Description |
| Evergage | Evergage | Behavior and user tracking and data personalization. |
| Zendesk | Zendesk | Customer support management. |
| Google Drive | Email, spreadsheets and information management. | |
| Salesforce | Salesforce | Sales management. |
| Ali Noel, Customer Success Team Lead at Wistia | Ali joined Wistia earlier this year to grow their newly-launched customer success program, which aims to form delightful partnerships with customers and ensure they’re achieving goals with video through the optimization of Wistia’s product. With thousands of customers of all shapes and sizes, Wistia’s success team leverages a vast set of tools to manage their customers, communicate, and organize processes. |
| Tool | Company | Description |
| HubSpot | HubSpot | Inbound marketing platform. |
| HubSpot CRM | HubSpot | Customer relationship managment. |
| Intercom | Intercom | Customer communication. |
| HelpScout (soon to be migrating to Zendesk) |
HelpScout | Customer support management. |
| Delighted | Delighted | Customer feedback and NPS. |
| Slack | Slack | Team communication. |
| Trello | Trello | Project management. |
| Gmail Forms Sheets Docs |
Email, spreadsheets and information management. |