Tools from the July Customer Success x Customer Support Event

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 Google  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 Google  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 Google  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.
(soon to be migrating to Zendesk)
HelpScout  Customer support management.
Delighted Delighted  Customer feedback and NPS.
Slack Slack  Team communication.
Trello Trello  Project management.
Google  Email, spreadsheets and information management.