We don’t do hardware, so anything that is hosted on-premise is outside of our wheelhouse. However, We've configured and used dozens of cloud applications across every use case you can imagine.
Pros: Mobile-first, incredible customer service, dead simple to use and administer vs horrendously clunky competitors. Architecturally, my favorite Salesforce integration of any app.
Cons: Newer company with fewer call center-esque features than the expensive incumbents.
Pros: The gold standard, most agent-friendly UI for email-based support. Integrates cleanly with Salesforce. Powerful triggers and automation available.
Cons: Weaker for website-chat based support. Time intensive to implement and integrate.
Pros: Everything you would want or expect in task management. Also, it is cloud-based, has mobile apps, keyboard shortcuts, now offers Kanban and Gantt views if that's your thing. Highly integrateable.
Cons: Not a good place for highly structured customer data. Keep that in your CRM and link to it from Asana.
Pros: Intuitive interface, powerful automation featureset, good support.
Cons: Expensive compared to the lightweight players. CRM is lacking.
Pros: The most powerful, extensible CRM on the Market. Cloud based, deep API, and one of the most integrateable software options out there. Also sports a massive app-store for add-ons, and a highly engaged community that help each other troubleshoot via message boards. The answer to any problem is usually a quick Google search away.
Cons: Pricing tactics are tricky. Service is slow, clunky, and unhelpful.
Integrations & Automation
Pros: Easy to use. Low cost. Incredibly powerful. Delightful and shockingly good support. Virtually limitless integration possibilities. Turns business people into mini-integration-developers. I absolutely LOVE this service.
Cons: Easy to get carried away and build things you don’t need. Don’t overdo it!
GSuite (Google Apps)
Pros: Bar none, the best web email client in existence. Incredibly deep featureset. Cloud synced. One of the most collaborative options out there. Serves as identity for many other services, making provisioning and terminating across other services much easier.
Cons: Google Sheets doesn't feel as powerful as Excel.
Pros: Reduces email. Boosts employee interactions, particularly across teams. People love using it. Speeds up knowledge transfer. Awesomely configurable.
Cons: Users tend to let it distract them heavily. Not always the right tool for the job. Encourages a culture of interruptions, multi-tasking, and low-fi communication. With discipline, these cons can be mitigated. I’ve blogged about it.