We use Intercom for user intelligence: which company they belong to, when they were active last, etc. The developer team recommended it, and it’s an amazing tool. We get such a deep level of insight from Intercom. And you can create very specialized filters which allow you to filter down to something as specific as “people who have signed in 2 times, but haven’t done this particular action…”
Mixpanel is good for micro data, like usage of a particular feature, and daily active users. We have a good relationship with them.
Pipedrive is our visual sales funnel. I had always envisioned a simple, visual pipeline that allowed me to drag and drop people into different parts of the sales cycle, and Pipedrive is just that. After using Pipedrive, I realized we could use Trello for this as well. But we ultimately chose Pipedrive over Trello because it integrates with your calendar, so if you set reminder to followup on a certain date, it’ll place a reminder on your Google Calendar for you.
Olark is great for lead generation via conversations on our homepage. If Intercom had their Engage tool built when we needed to add the instant chat tool, we would’ve used it. But at the time we needed it, Olark already had it built. We’ve considered using Engage now, but Olark is well-built and there’s no reason for us to switch at this point.
We use Intercom for customer lifecycle management and communication.
Adobe Audition is great for editing the podcast.
We host our podcast on SoundCloud. It’s a really nice tool if you host a podcast. They have RSS feeds that shoot to iTunes, Stitcher, etc., and they give you analytics on who is listening, how many times, where, etc.
We recently signed up for a plugin tool called ProfitWell, that’s integrated with Stripe. It gives us customer analytics, and tells us about churn and cohorts. It’s a really cool tool!
We did research way back when for who was the most flexible and easiest to work with, in terms of their tech stack and API, and Stripe was the darling of the developer community at that time. We’re really happy we chose to use them because they have become quite the standard for SaaS companies.
Intercom is great. They have a really good mobile app that gives us instant notifications. This allows us to pre-empt a lot of issues that might pop up. And we can easily assign conversations to others on the team, add notes, as well as open and close the conversations.
We use MailChimp to send out blog updates. We liked that it was a quick, easy, and free solution for when we were collecting email addresses for campaigns during our pre-launch. It’s now a central repository for our mailing list.
Zapier automatically adds new SpeakUp subscribers to our MailChimp list, which makes the process so easy. A customer will sign up for the app, and Intercom captures their information. But that doesn’t mean they’re a successful customer. We then take the Intercom database and add all of that information into MailChimp. MailChimp is always the updated repository.
WordPress automatically emails our blog subscribers when we post something new to the blog. It has a slick feature where it auto-sends to a pre-defined MailChimp list when we post a new blog post.
We use SpeakUp for idea sharing and team problem solving. Since we’re a remote team, we can’t just tap each other on the shoulder to suss out an issue. We post the issues in SpeakUp, and it’s instantly visible to everyone. And if you’re scared or nervous about something you’re posting, you can always post anonymously. After something is posted in SpeakUp, everyone votes on it. This creates a positive feedback loop. As the CEO, this is super helpful because I can easily decide if we’re going to pursue an idea or not. And on top of that, I really feel that it’s important for the team to see why we’re doing something or not, and everything is made very clear when it’s posted, and then voted on, by the team. And if I approve an idea, SpeakUp is integrated with Trello, so we can fully track something until it’s completed. Along with issues, we post questions and problems in SpeakUp as well. Anyone can throw something up there and the team can agree and propose a solution.
Bitium is great for identity management. With Bitium, I can plug in all of the tools we use, and create a toolkit for any new employee to access. They just click on the tools to be taken straight in; there’s no need to share logins and passwords because Bitium logs them in automatically. And if someone leaves the company or if you have to fire someone, you just take their privileges out of Bitium, and they have no access to any of the tools.
ScheduleOnce allows me to give people I'm emailing the ability to schedule appointments without all of the usual the back and forth. It’s awesome, and saves me at least 20 email roundtrips per week.
I use the Notes app on my Mac with a list called "priorities", a list called "today", and a list called "tomorrow".
Unroll.Me removes 40+ emails out of my inbox every day, and puts it into a simple summary. It takes all the annoying update emails out of your inbox and puts it all into one email. This allows me to focus on what’s really important in my inbox.
The Headspace app is key to clearing my mind and improving my creativity and focus.
We LOVE Trello. You don’t need to learn it; it’s super intuitive, really fast, and reliable. And the price is right. You can add people to cards, set who is responsible, add checklists, due dates, color coding, etc. A well-groomed Trello board makes for a very efficient team.
We use Upwork for contractors, and you really have to get your filtering down. You can run around in circles if you’re not good about about filtering protocol.
Toptal is good in emergencies. It’s a great tool, but it’s expensive. If you’re in a pinch and you need to get something done ASAP, they’re a good resource. The first week is risk-free and they don’t charge you a dime, which is a nice feature. They have exceptional talent, but again, it’s very expensive. If you want to convert someone to full-time, they have extremely high buyout fees.
LinkedIn is a pretty good recruiting tool for recruiting non-developers. And you can get a lot done with just their free service. Their paid versions are expensive.
We use Buffer to schedule posts. We used Hootsuite in the past, but Buffer was cheaper and simpler. Hootsuite is great if you have an entire social media department, but Buffer was easier for us since we only have a few team members working on social media. And we really like the team at Buffer; they’re great people.